Social and Behavioral Sciences Commons^™

Facebook Users' Feedback Of Restaurants: Does It Affect Other Users?, Lauren Rose Webber

USF Tampa Graduate Theses and Dissertations

Due to the popularity of social media and an increase in the engagement of social care, traditional word-of-mouth communications has been replaced by electronic word-of-mouth (e-WOM). Facebook, the most popular website in the United States, is home to nearly 18 million brand or business pages and may be accessed by social media-users aiming to engage in social care, which is customer service via social media. Extending existing research, this study employed in-depth interviews to determine whether or not social media-users are affected by the feedback of other users on restaurants' Facebook pages. The results of this study suggest that Facebook …