Research financial services institution

Identify a financial services institution with an active social media page in Facebook or Twitter. Its Facebook/Twitter page should be in English. Customer posts and organisation responses should be in English.

2. Identify 25 messages posted by customers of this financial services institution on its Facebook / Twitter page. All of the 50 cases should be EITHER from Facebook OR Twitter, you should not have some posts from Facebook and others from Twitter.

3. All posts should start from 1 April 2019.

4. At least half of the cases (i.e. 12 of 25 cases) should be related to service failure related queries. So, you should pay attention to whether a customer post is related to a service delivery or failure. Service failure definition: situations in which customers’ perceptions of the service they receive fail to meet their expectations; when customers experience problems with service delivery.


Having identified 25 eligible message threads, you will need to populate the attached table (an e-copy is uploaded on Blackboard) for each customer post. This requires detailed attention to your data set and a close analysis of the interaction between the service provider and customer. Table 1 should be appended to your Assessment 1. The word count of Table 1 is not included in Assignment word count. Please provide the name of the organisation and the URL address of the social media page that you have collected the posts on the top of Table 1.

Evner: Research Writing

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