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- Institut für Management (42) (remove)
In the last few years, information technology experienced a great increase. People and Enterprises are able to exchange information through the development of the Web 2.0 to the Social Web. Social Networks like Facebook or Xing, blogs from known and unknown people or the many discussion forums are common platforms where people have the opportunity to share and exchange information. Enterprises and people have to accept this fact and development. The reputation is also influenced by the overabundance of information. The result of this development is the digital reputation, which extend the entire reputation. Everyone who is looking for an order or a job can assume that his orrnher name will be "googled", whether he or she is a part of an internet branch or not. Every information is available through search engines. Just a quick look at the Facebook or Xing profile is needed to get a brief impression of someone. The communications expert Klaus Eck said that someone who takes the internet seriously will get a benefit for the development of his digital reputation. This research work will show you through a self made questionnaire what is seen as positive and negative influences on the reputation in Social Networks and how the digital reputation impacts the entire reputation.
In the age of Web 2.0 the internet as a platform to provide services or sell goods gained more attention in companies. Especially for customer support customer forums can be a useful tool for companies. By providing customer forums, companies can reduce their support costs dramatically. Nevertheless, it is often difficult for companies to measure the success of customer forums. In the research literature the determinants of success of customer forums have seldom been studied. The purpose of this bachelor thesis is to fill this research gap by applying the model of Lin and Lee to measure the success of online-communities on customer forums. In addition, metrics for measuring the success of this model are discussed. The discussion of this topic leads to the conclusion that the model of Lin and Lee is mostly applicable for customer forums, and provides a useful approach to measuring suc-cess both in theory and in practice. This could be demonstrated by the example of the 1&1 customer forum. The metrics that were found in the theoretical part were quite relevant in practice. Nevertheless, future research should focus more on monetary indicators to also make success of customer forums financially assessable.