Do Behavioral Issues Caused By Violence - 2152 Words

Do behavioral issues caused by violence in the media manifest American society? Mass media researcher, Cecilia von Feilitzen (Stockholm University, Sweden), cautions against distorting a complex problem. Feilitzen believes, â€Å"there has been too much focus on the causal relations between media exposure and violence in society, with a failure to differentiate among different kinds of influences† (McLellan). People are quick to blame television violence for behavioral activities that children demonstrate, without realizing that there are other important factors that also play a role in such behavior, for example, violence in the real world. For the most part, while some people contemplate that the news for instance, is full of violence, Times Mirror, a nationwide survey found that (of 1,516 Americans conducted February 20-23) that comparing today’s generation with those of the 1980’s believe that the news amplifies the expanse of violence in America (Pew Researc h Center). Violence is seen throughout society, not just in the media. The problem with society is that they think that by impeding children from watching certain things, it will be less likely for them to follow in the same footsteps. Even so, if that was completely true, why is it that some of those exact children end up with a worst criminal background than those who actually grew up watching TV violence as a child? What children watch, may have some impact on their adulthood, but that is beside the point. It does notShow MoreRelatedSimilarities Between Criminology And Victimology853 Words   |  4 Pagesoffender element leading to victimization, is the example of an individual hanging with a known gang member. An example of an element of being a suitable target, is walking in an urban/ high traffic for violence area wearing expensive clothing, jewelry, or having driving a nice car in a high traffic violence/urban area and an example of an element of lack of guardianship, is wal king in a known violent area by yourself, with the lack of appearing of protection or having a significant other to help not beRead MoreCorrelation between Gun Violence and Video Games in the Article, The Truth About Video Games and Gun Violence by Erik Kain753 Words   |  3 PagesVideo Games and Gun Violence† by Erik Kain discusses how video games and gun violence correlates. The author opens up with someone by the name of Aaron Alexis who resorted to gun violence while playing video games that contained violence. There is a violent video game that scares parents and behavioral experts. There has been a debate on whether people who play video games later have violent behavior. Throughout the years, video games continue to show images portraying violence. Tragedies like NewtonRead MoreAre Violent Videogames the Trigger to Extremely Violent Acts?1158 Words   |  5 Pagestime playing violent video games. The question that has been asked by many is â€Å"Do violent video games cause violence in real life?† The answer is yes. They do cause violence in real life, but not to the extent publicized. Many different studies and experiments have shown varying results. Most say that violence in video games does cause violent behavior. However, it is too simplistic to create a direct link to violence because of videogames. If someone is able to fire on innocent citizens withoutRead MoreIn America, Family Violence Such As Child Abuse And Spousal1327 Words   |  6 PagesIn America, family violence such as child abuse and spousal abuse which is mostly against women has been known to be a silent crime. There has been a high percentage of cases against women and an estimated one half of all child abuse cases have been unreported (Pepler, 19 89). In the late twentieth century, feminist groups began a campaign to accomplish a goal to eliminate family violence by changing people’s realization to conclude that no victim should leave a crime unsaid .in addition, twenty-eightRead MoreTeaching Students With Behavioral Disorders Essay1582 Words   |  7 PagesIntroduction While the presence of certain characteristics in children with behavioral disorders might sometimes seem discouraging but the bottom line is not to give up on any student in any case. Most of the times, children with behavioral and emotional problems might challenge a patience of teachers and cause temporary despair. In this situation, teachers require the support of others in supported students to succeed. The classroom is a learning community; therefore, it is very much significantRead MoreThe Effects of Media Violence on Children Essay1367 Words   |  6 Pagesâ€Å"I saw it on Television.† Television violence had a role in the childs behavior. Media violence can have a lasting impression on children, teenagers and adults not only through television, but also through video games. In the past two decades, there has been a significant increase in violent behavior in the United States (Merino 1). This is the result of exposure to violence. More than half of television prog rams and video games contain some type of violence. Perez Daly says, â€Å"’... children areRead MorePosition Paper: Aggression847 Words   |  4 PagesThere are two sides of the debate: Nature, and Nurture. Some say that it’s human nature, genetics that cause most behaviors, while others say that we act as we learned during childhood. This argument applies to aggression as well. Aggression is mainly caused by things during childhood and adolescence where people learn from various sources about aggression, although, human psychology plays a slight factor. But, what is aggression in the first place? Aggression is a behavior that causes or intends toRead MoreThe Effects Of Family Violence On Child Behavior And Health During Early Childhood1382 Words   |  6 Pagesof family violence to have drastically changed. In the article, Effects of Family Violence on Child Behavior and Health During Early Childhood by Diana English, the study focus on how domestic violence can have an indirect or direct effect on the child s well being and an increase of behavioral problems among young children. The study evaluates on whether or not child s behavior issues and health of those who been neglected or abuse have worsen. Some common findings on family violence shows thereRead MoreProgram Planning and Evaluation Paper815 Words   |  4 Pagesscenario in Appendix B. in my opinion program planning and evaluation interrelate because there is a need for the program and there are large numbers of domestic violence victim in need of help as well as the abu ser in need of help. The main objective is to stop the abuse. In my opinion in order to stop the abuse we first must identify with the issue and what is causing the problem. The third question Identify technical and political aspects of program planning and evaluation you might encounter in theRead MoreThe Effects Of Television Violence On Our Society1566 Words   |  7 Pagesvariety of problems today, with violence being at the top of the list, you go anywhere and that is all you here about. Unfortunately it’s in front-page headlines of the newspaper and broadcasted on the news as top stories. Violence is a very big topic, although it is categorized into many small groups. There is juvenile violence, domestic violence, hate violence, terrorist violence, and violence displaced through various forms of the media. This research will be on violence in the media and does it affect

The Trauma Informed Skill At Hamilton Center - 2109 Words

Trauma Informed Mastery The Trauma Informed Mastery activities were helpful throughout the semester working with my clients at Hamilton Center. I utilized the activities that my supervisor and I discussed were most beneficial towards the client population I was counseling at the time. Many of my clients suffer from PTSD, Substance Use disorders, or other mood disorders. The majority of my clients are also middle aged men who politely refused any yoga activities. One client heard the choice, looked around my small office and shook his head grinning. Client #1 My first client presented with PTSD from childhood that had led him down a troubled path causing him great stress and anxiety. The client discussed how he was involved in legal†¦show more content†¦In the prior session, the client detailed his family relationships, legal issues, and discussed how his father played a â€Å"role† in his life. The activity was selected as a way to get the client to think about someone important in his life and then later process the information. The client was to listen to my prompt and imagine opening an envelope with a letter inside. He would open the envelope, read the letter and visualize the letter for a few moments. After reading the letter he was instructed to explain who the letter was from and what the letter said. I originally planned this activity thinking that the client would visualize his father writing him a letter but, I was mistaken. When I processed the activity, the client discussed how his mother wrote the l etter and told him to â€Å"behave and stay out of trouble.† His mother has been a guiding force for the client throughout his life and the client felt guilty that she was suffering with cancer while he was locked up for many years. The client, to this day, cannot visit her until his charges are settled or dropped. Utilizing this activity was a quick and easy way to assess where the client’s thought process was during our session. I was able to gather more data about his family life and later connect it to his PTSD diagnosis. I consider this activity a success because I was able to obtain more and better data about the client’s life and his current thoughts and emotions regarding his

William Shakespeares Hamlet - 964 Words

Weakness is an inadequate or defective quality in ones character that negates their strength that is often accentuated by an unsatisfactory situation. In William Shakespeares Hamlet, a characters inability to overcome their weakness due to it being emphasized by their unfortunate circumstance results in their tragic downfall. This is illustrated through Hamlets over thinking, Claudiuss ambition, and Gertrudes naive persona. Hamlets character is one that is very thoughtful and conscious, however some view these qualities as procrastination and over thinking. Even Hamlet himself acknowledges this in his soliloquy when he states: Why yet I live to say This things to do/ Sith I have cause and will and strength and means/ To dot. Examples gross as earth exhort me/ (4.4.46-48). Hamlet has all the motivation to strive for revenge with the untimely death of his father and his mothers incestuous and speedy marriage to Claudius, yet he still procrastinates the deed. Hamlet must overcome his constant over thinking of events and recognize in himself the strength and means to accomplish the required act. When Hamlet is finally presented the opportunity to get his revenge on Claudius, once again his feebleness arises as he talks himself out of killing him when he says: But in our circumstance and course of thought,/ ‘Tis heavy with him: and am I then reveng’d./ To take him in the purging of his soul, / W hen he is fit and season’d for his passage?(3.3.83-86).Show MoreRelatedWilliam Shakespeares Hamlet981 Words   |  4 PagesWilliam Shakespeare is a historic writer that is well known and wrote many plays in his lifetime. In most of his plays, if not all, he has incorporated hidden meanings and messages. The majority of his hidden meanings are controversial topics of his time period. In Shakespeare’s play, Hamlet, the controversial topic that is throughout the play is religion and the afterlife. Afterlife plays a big role in Hamlet and is discussed throughout the play. Multiple authors have written on the topic of afterlifeRead MoreWilliam Shakespeares Hamlet745 Words   |  3 PagesIn William Shakespeare’s Hamlet, Hamlet is a unique character due to his unpredictability. He is attempting to discover the truth in a way that no other character of Shakespeare’s has done. We find Hamlet in a state of deep melancholy due to the death of his father, as well as the very sudden and lewd marriage of his uncle and his mother. Hamlet is inspired by the player giving the speech about Hecuba witnessing the massacre of her husband, Priam. He goes off on his own, and he is bewilderedRead MoreWilliam Shakespeares Hamlet1482 Words   |  6 PagesIn one of William Shakespeare’s most notorious plays, Hamlet, Shakespeare uses multiple scenes filled with drama to add a certain extreme dimension to the play. In a story filled with drama, such as Hamlet, an author attempts to use intense dialogue and actions in order to invoke personal emotions and feelings in the hearts of the audience. Shakespeare attempted to have the audience feel the pain that Hamlet experienced, sense the feelings of revenge that were deep in the heart of the prince, andRead MoreWilliam Shakespeares Hamlet1308 Words   |  6 PagesWilliam Shakespeare’s play, Hamlet, has deep meaning and sorrow to its story. It has one of the most famous soliloquies ever to be w ritten in theater art, â€Å"To be, or not to be.† At first, reading Shakespeare’s writing seems difficult to understand and be interested in, but as the reader reads on and digs into the roots of the play, it truly grabs the reader’s attention and makes him/her want to know more of the thoughts behind Hamlet. Thus, the story of Hamlet begins and his personality shows throughoutRead MoreWilliam Shakespeares Hamlet 2214 Words   |  9 PagesMadness within: Bipolar William Shakespeare had the uncanny ability to read people then put into words how individuals reacted with one another. His most known playwright is â€Å"Hamlet†. Hamlet leads the opening of the play with grandeur; but, when his father’s ghost of comes to visit him telling of Hamlet’s uncle Claudius killed him. Hamlet schemes a plan pursuing revenge. Hamlet demonstrates depression exceptionally, in the presence of his mother and Uncle Claudius. Shakespeare’s character likely labeledRead MoreWilliam Shakespeares Hamlet Essay751 Words   |  4 PagesWilliam Shakespeares Hamlet Hamlet might well claim to be Shakespeares most famous play because of its language and the charm of its central character. Shakespeare wrote some thirty-eight plays. Taken individuallyRead More William Shakespeares Hamlet Essay1277 Words   |  6 PagesWilliam Shakespeares Hamlet Hamlet has been praised and revered for centuries as one of William Shakespeares best known and most popular tragedies. Based on its popularity, critics alike have taken various viewpoints and theories in order to explain Hamlets actions throughout the play. The psychoanalytic point of view is one of the most famous positions taken on Hamlet.   Ã‚  Ã‚  Ã‚  Ã‚     Ã‚  Ã‚  Ã‚  Ã‚  Psychoanalytic criticism is a type of literary criticism that analyzes and classifies many of the forms ofRead MoreWilliam Shakespeares Hamlet1172 Words   |  5 PagesHamlet is a complex story that uses many literary devices to help develop the characters in Hamlet. One dominant device is irony. The main plot of the story revolves around irony. Hamlet is a witty character and loves to use irony. Hamlet’s use of irony displays how he insults people, discovers useful information, and reveals his true character. The use of irony in this story helps to add depth to each character, which is why Hamlet is one of Shakespeare’s most complex stories. There are three typesRead MoreWilliam Shakespeares Hamlet Essay2474 Words   |  10 PagesWilliam Shakespeares Hamlet When first introduced to Hamlet he is a character full of pain and confusion, still mourning his father’s death, ‘But two months dead-nay, not so much, not two’.[1] The punctuation here highlights Hamlet’s anguish. Significantly, Hamlet is already portrayed as a misfit, as no one else within the court but Hamlet is wearing mourning clothes; in Shakespeare’s time it would have been worn for at least a year following the death of a king.Read MoreWilliam Shakespeares Hamlet710 Words   |  3 PagesIn Shakespeares tragedy Hamlet are very few female characters that is caused by the story - the son must avenge his fathers killer , the mother s uncle . Nevertheless images of Gertrude , Queen of the Danish and Ophelia , daughter of royal adviser Polonius , played in the tragedy very important role . In these two images are not simply embodied many typical female character traits - as worthy , and not so . In the process of communication with these women reveal deeper characters of Hamlet and

Research in Consumer Behavior Customer Service Problems

Question: Describe about a Research in Consumer Behavior for Customer Service Problems? Answer: Introduction In order to achieve the high level of success in the business, the organizations have to understand the requirements of the customers to provide the superior services to them. All the business organizations are trying to understand the behavior of the customers for providing them best services. All types of business organizations are facing huge competitions in the present market as there are many companies with the same types of products or services (Sashi 2012). The competition is running over the rate of customer satisfaction and the companies are trying to get the desired level of success by providing the best customer services among the competitors. The problem is that all the business organizations are not able to provide the services in the extent they are expecting. The reason behind this problem is the failure of understanding the customers requirements. Different reasons of facing problem in providing the customer services will be discussed in this report (Paul and Rana 201 2). Less concentration in the collective information from the customers One of the major reasons of facing problem in providing the superior level of customer service is the lack of concentrating in the collective information from the customers. According to Hawkins (2012), it is impossible to predict what the customers are actually thinking, but it should be assumed by observing the behaviors of the customers. The effective perception about the consumer behavior can be developed by gathering the relevant information from the customers. In this area, the collection of relevant collective information from the customers is very important. The gap regarding the information is very serious problem in the area of customer service. The corporate promotional strategies and normal public relations are not so effective today for collecting the necessary collective information from the customers. The providers are able to watch the customers who are in the store and able to collect the information from them (Chen, Chen and Huang 2012). The problem is that the maxi mum customers of a business organization are in the outside area of the stores. In this scenario, the providers thought that they are collecting the necessary information from the customers are able to understand their perceptions about the organization. In this way, maximum customers are not considered for the collective information. Another problem is that most of the time, the buyers are bothered about collecting the information only about the product and services. According to Belk et al. (2012), an efficient service provider should gather information about all perspectives of their business and services from the customers. In this area, information about different types of policies followed by the business organization, performance standards and the safety standards should be gathered to understand the customer requirements. Do not focusing on the customer specific designs Another important area of the customer service problem is the designing of the products or the strategy used for providing the services to the customers. The scenario of the present market has been changed and the new technologies have been arrived for different sections of the business operations. Therefore, most of the business organizations are focusing on the use of new technologies and innovative ideas for designing the products or providing services to the customers (Sheth 2011). In this area, often the business organizations do not focus on the customers specifications. According to Mooij and Hofstede (2011), before applying any designs, the business organizations should focus on the facts preferred by the customers. In this area, different types of choices may come from the customers end and the business organizations may confused about the choice of the new design. It has been found that the choice of the designs varies over the gender and age of the customers. Therefore, it is not an easy task to develop customer specific designs for the customers. Buyers are unable to follow the user specific designs for all new products or services. In order to competing in the increased market competition, the business organizations are trying to adopt innovative ideas for the designs (Mazaheri, Richard and Laroche 2011). In this area, the business organizations should adopt the specifications of the major customers or in complex situations they can also adopt strategy of designing design types of same products for different types of customers. Customer specific designs should be followed for not only the designs of the new products or services. The business organizations should consider the customers specifications while designing the organizational or business strategy. In this area, the lack of customer specific designing can be seen in most of the organizations. As the main motive of each and every business is to provide the best customer services, they should focus in the customer specifications while developing the marketing and business strategies (Lu 2011). Gaps between the organizational intentions and the customer requirements Sometimes, it can be found that the business organizations fail to meet their desired level of success due the gaps between their intention and the customers requirements. In these types of cases, the customers are unable to understand that the organizations are trying to fulfill their requirements. It happens because of the wrong strategies followed by the business organizations. There is a huge gap between the theories and the practical applications of the customer services. It is very difficult to understand what the customers will like mostly (Haucap and Heimeshoff 2011). The frontline employees of a business organization are responsible for gathering the appropriate details about their perceptions regarding the services provided by the organization. It has been found that the customers feel disturbed for providing feedbacks about the services provided by the business organizations or a the new services they are trying to deliver, where these are gathered for fulfilling their req uirements (Solomon et al. 2014). It happens due to the wrong strategies chosen for the communication. The actual intention of the business organization should be efficiently communicated to the customers. The intention of fulfilling the customers requirements is not enough, the business organizations have to understand the requirements of the customers first and then should select a proper strategy which can be able to meet their intention (Oliver 2014). In this area, the business organizations should develop a strong relationship with their customers. Sometimes this gap is developed due to the inefficient training of the frontline employees. In order to achieve the desired level of success, the business organizations should provide effective training to the frontline employees about how to develop strong relationship with the customers and understand the way of communicating the actual intention of the organizations through their services (Kardes, Cronley and Cline 2014). Gaps between the intention and actual delivery of the services Another big issue of the customer service is the differences between the intention of the organization and the actual products or services delivered by them. It happens due to the ineffectiveness on developing the perceived product or services by the business organizations. It has been found that many business organizations has the intention of providing one type of service but the services does not meet the requirements of their intention. It happens due to the miscommunication among the employees of the organizations (Lantos 2015). In order to omit this gap, the business organization should develop a global strategy transparent to all the employees of the business organizations. All the employees should deliver the same information about the services or products. In order to do this, the business organizations have to provide proper training to all the employees. They should communicate the global objectives of the business and the effective way of fulfilling the objectives by deli vering the services which are able to meet the actual intention of the organization. In order to provide the services as per the intention of the organization, they should understand the customers satisfaction rate from their services (Cermak, File and Prince 2011). It can be happen that an organization thinks that they are providing the services which are able to fulfill all their intentions but the customers are not happy with the services. These types of incidents are the causes of customer retention and failure of making profit from some specific products or services. This problem should be avoided by the business organization by launching demo product or services for the customers. In this way, they can be able to launch the full range of products by understanding the demand of the customers or after making the necessary changes for fulfilling the customer requirements. Some of the business organizations are using the demo testing strategy for omitting the gap between the inten tion and the reality of the services, but maximum are not using which is a major problem in the area of customer services provided by the organizations (Brodie et al. 2011). Cost constraints or failure to meet the standards which can affect the service quality Cost is the most important fact of providing services to the customers. The customers are interested to get the superior quality products but they are also looking for the fewer pieces of the products. Most of the business organizations are fighting over the prices of the products or services in this intense market competition (Liu, Guo and Lee 2011). It has been found that some of the business organizations have failed to give the better quality of the products for reducing the prices of the products. In order to provide fewer prices of the products, the business organizations are trying to reduce the production costs of the products. This is the reason of failure to meet the standards of the service quality (Wright 2014). Wrong attitudes of the staff The attitudes of the employees are the most important part for providing the services to the customers. The frontline customers of the business organizations are responsible for resolving all the problems of the customers and the queries raised by them. The attitude of the front line employees should be very gentle and the communication skill of these employees should be very good (Lee 2013). Wrong attitudes of the employees are the major cause of the customer retention. The customers should get the effective level support while purchasing from the stores of the business organizations. In case of failure of finding any product in a store, the frontline employees of the stores have the responsibilities of providing effective level of support for finding the products. Every business organizations have their own policies for providing damage services or warranty (Guruswamy 2013). The employees who are associated with these tasks of the organizations have to be very sensible to the custo mers. The policies should be maintained by them but they also consider the situation of the customers. For an example, if one customer comes for exchanging a product after ne two days to the store, the employees should not behave rough with the customer or straight refusing to provide the exchange facility. Rather than straight refusing, the employees should try to understand about the problem of the customer. If proper causes found they should provide the required facilities. Sometimes, these can be causes of little loss in the business but these are good for developing the brand image which can be the cause of great profit in the business of the organizations (Nitzan and Libai 2011). Inefficient training of the employees and supply of the working materials Training is needed in every stage of work for an employee. It helps to improve employee performance by enhancing the required skills related to the employment designation. In the case of customer service, training is an essential part for enhancing the potential of relation within organization and their customers. Customer service section helps customers to deal with their queries, satisfaction as well as dissatisfaction of the company (Hawkins 2012). The organization would reveal significant brand name as well as customer base with proper customer service. Customer service helps employees and the organization to know the requirements of the customers and according to this; they can modify their service and products. In this context, training helps employees to be aware of the demands and behavior of their potent customers. On the other hand appropriate skills for handling different types of customers helps employees to reduce customer lose. However, some organizations, for cutting c osts, skip the training period of employees, some other organizations; do not focus more on providing adequate training to their employees (Mazaheri, Richard and Laroche 2011). As a result, inefficient training would result in poor customer service, thereby affecting negatively to the business. The consequences can include different events. Poor customer service by the inefficient employees can cause most forgiving of customers. Nowadays, customers are becoming more negotiable and more judgmental, having a number of compatible options, they are more prone to switch company based on the customer service provided by the company. Poor customer service by inefficient customers would also indicate loss of future customers with loss of reputation of the company (Oliver 2014). Gaps between the commitment of the sales employees and the actual services Organizations utilize appropriate customer services for satisfying their customers, with good customer service, the company can attract more precious customers. Customers observe if there is any gap within the commitment offered by the customer care service of an organization and the actual customer service provided by them. This gap identification can affect the organization negatively by enhancing customers dissatisfaction and attraction towards other similar alternatives in the market. One of the potent reasons behind these kinds of gaps is inadequate or inefficient communication within the sales persons and the customers (Wright 2014). Guruswamy (2013) reported that, for lack of training, sales persons sometimes become unable to resolve customers issues with product purchase or other services. When customers go with their queries to the customer service centre of the organization, for lack of commitment to their work or dissatisfaction to work or inefficient training the sales pe rsons are unable to make their issues clear, as a result, they become dissatisfied with the company. It can affect the productivity of the company as a whole (Sheth 2011). As the company is not meeting the commitment provided by their employees to the customers, it would promote the loss of customers and thereby reducing sales and productivity. Some company uses word of mouth communication as a tool of advertisements and promotions of their products or services, but when they deliver products, these do not match their committed features, resulting in customer dissatisfaction (Paul and Rana 2012). Conclusion After completing this report, it can be concluded that the best customer services can be provided by understanding the actual requirements of the customers and the perceptions of them. In this area, there are some potential gaps between the intentions of the business organizations and the requirements of the customers. Sometimes, it also has been found that the business organizations are intending to fulfill the requirements of the customers, but the strategies are wrong or they are unable to communicate this intention to their customers. The attitudes of the workers are very important for satisfying the customers. In this area, the frontline employees should have effective level of training from the management of the business organizations. The business organizations should keep the commitment made before providing the services to the customers. Important issues regarding the customer service providing by the business organizations have been discussed in this report and it can be co ncluded that the business organizations will be able to provide the best customer services by avoiding the discussed issues. References Belk, R.W., Askegaard, S. and Scott, L. eds., 2012.Research in consumer behavior. Emerald Group Publishing. Brodie, R.J., Hollebeek, L.D., Juric, B. and Ilic, A., 2011. Customer engagement: conceptual domain, fundamental propositions, and implications for research.Journal of Service Research, p.1094670511411703. Cermak, D.S., File, K.M. and Prince, R.A., 2011. 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Liu, C.T., Guo, Y.M. and Lee, C.H., 2011. The effects of relationship quality and switching barriers on customer loyalty.International Journal of Information Management,31(1), pp.71-79. Lu, P.X., 2011.Elite China: luxury consumer behavior in China. John Wiley Sons. Mazaheri, E., Richard, M.O. and Laroche, M., 2011. Online consumer behavior: Comparing Canadian and Chinese website visitors.Journal of Business Research,64(9), pp.958-965. Nitzan, I. and Libai, B., 2011. Social effects on customer retention.Journal of Marketing,75(6), pp.24-38. Oliver, R.L., 2014.Satisfaction: A behavioral perspective on the consumer. Routledge. Paul, J. and Rana, J., 2012. Consumer behavior and purchase intention for organic food.Journal of Consumer Marketing,29(6), pp.412-422. Sashi, C.M., 2012. Customer engagement, buyer-seller relationships, and social media.Management decision,50(2), pp.253-272.