Social Media and Its Connection to Business Performance—A Literature Review - American Journal of Industrial and Business Management

AJIBM > Vol.12 No.5, May 2022

American Journal of Industrial and Business Management

Volume 12, Issue 5 (May 2022)

ISSN Print: 2164-5167 ISSN Online: 2164-5175

Google-based Impact Factor: 2.08 Citations

Social Media and Its Connection to Business Performance—A Literature Review ()

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Download as PDF (Size: 367KB) PP. 877-893

DOI: 10.4236/ajibm.2022.125045 1,458 Downloads 16,642 Views Citations

Author(s)

Bruce Emmanuel^1,2, Shurong Zhao^2,3, Sulemana Bankuoru Egala^1,2, Yegenmuradov Mammet¹, Kweitsu Godson¹

Affiliation(s)

¹School of Management and Economics, University of Electronic Science and Technology of China, Chengdu, China.
²Center for West African Studies, University of Electronic Science and Technology of China, Chengdu, China.
³School of Public Affairs and Administration, University of Electronic Science and Technology of China, Chengdu, China.

ABSTRACT

Social media plays a significant role in business performance and creates two-way communication between customers and businesses. This review presents a comprehensive and systematic review of social media usage and business performance. The review used Preferred Reporting Items for Systematic Reviews and Meta-Analyses and the forward chaining strategy in the document search and sourced data through Scopus, Web of Science, Google Scholar and Semantic Scholar. A total of 70 articles published between 2003 and 2021 were reviewed. The review provides evidence that firms with social media marketing strategies enjoy better customer relationships, improved customer satisfaction and enhanced business performance. Furthermore, the conclusion discusses the key findings from existing research on social media and the direction for future research on the field. The findings can be useful to both researchers and practitioners in social media marketing.

KEYWORDS

Social Media, Business Performance, Customer Satisfaction, Customer Relationship, Advertising Tool

Share and Cite:

Emmanuel, B. , Zhao, S. , Egala, S. , Mammet, Y. and Godson, K. (2022) Social Media and Its Connection to Business Performance—A Literature Review. American Journal of Industrial and Business Management, 12, 877-893. doi: 10.4236/ajibm.2022.125045.

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