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Paper presentation - Coggle Diagram

- - - - Costumer services
      - Selling products
      - Marketing
      - and others
    - - Gap in the literature
        
        Their potential for building relationships with students and managing the student life cycle was only sparsely examined
      - Universities already pay attention to social media to communication
        
        But use them only for dedicated tasks
      - Can be used for:
        
        support in lectures
        
        support in hybrid learning environments
        
        marketing purposes
        
        examined how students use them for study purposes
        
        and other uses
  - - - could be a tool to managers extract values from the platforms
    - - Following the concepts is possible to
        
        build up its own presences on social media platform
        
        provide services by using social media as a channel in workflows
        
        learn from the content in social media
        
        use these channels to perform collaborative tasks with students
      - Before the uses
        
        is necessáry to figure out the application areas of social media within the student life cycle and service offerings of the university
  - - - Students will use social media if they are not satisfied
        with the service experience
      - Using social media and providing a satisfying service experience may decrease the number of complaints
    - - (RQ1) Are students using external and public platforms to complain about education-related services along their student life cycle?
      - (RQ2) How can we derive information about major service quality issues affecting student satisfaction?
      - (RQ3) What types of insights on customer satisfaction can HEIs managers expect from an analysis of external complaints?