Customer loyalty in microblog and BPM integration framework

Pao Yue-kong Library Electronic Theses Database

Customer loyalty in microblog and BPM integration framework


Author: Jiang, Peng
Title: Customer loyalty in microblog and BPM integration framework
Degree: M.Sc.
Year: 2014
Subject: Customer loyalty.
Electronic commerce.
Hong Kong Polytechnic University -- Dissertations
Department: Dept. of Computing
Pages: vi, 69 leaves : illustrations ; 30 cm
Language: English
InnoPac Record:
Abstract: Customer loyalty is the core of marketing program. When consumers feel loyalty to the brand or company, they tend to repeat purchasing and provide positive word-of-mouth, which are essential for the profit of the company. What affects customer loyalty has been investigated for several decades. But what influences on-line customer's loyalty is a new era which worth research. Business process management means the managing the workflow of business process, and the business process can be automated to improve the efficiency. In today's Web 2.0 environment, it is especially important for company to have up-to-date information and customer to have consistent shopping experience. There are two objectives in this project. One is what influences customer's loyalty in Sina Microblog, and to what extent. The other is how to improve company's workflow and provide consistency for customer. For business process management, we choose Bizagi BPM Suite to automate it.

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