E-business technologies for xRM: Exploring the readiness of public broadcasters. Issue 1 (February 2017)

• Record Type: Journal Article
• Authors: Barać, Dušan; Ratković-Živanović, Vanjica; Despotović-Zrakić, Marijana; Labus, Aleksandra; Bogdanović, Zorica
• Is Part Of: Telematics and informatics. Volume 34:Issue 1(2017)
• Page Start: 20
• Page End: 29
• Publication Date: 2017-02
• Subjects: Relationship management -- Public service broadcasting -- Electronic media -- New e-business technologies; Telecommunication -- Periodicals; Computer networks -- Periodicals; Télécommunications -- Périodiques; Réseaux d'ordinateurs -- Périodiques; 384
• DOI: 10.1016/j.tele.2016.04.005
• Languages: English
• ISSNs: 0736-5853

Abstract

Highlights: We examine stakeholder relationship management (xRM) of public service broadcasters. The readiness and expected benefits of xRM implementation are studied. Focus is on xRM channels: web portal, social media, interactive TV. Results show a huge potential for improvement of public broadcaster's xRM. Abstract: This paper examines the possibilities of enhancing relationship management between public service broadcasters and their stakeholders by harnessing the potential of newest e-business technologies and concepts, such as: social media, digital and interactive TV, and mobile computing. In order to facilitate adoption of relationship management strategy, a framework for leveraging relationship management is proposed. Evaluation was performed within the e-business system of a public broadcaster. This empirical study explored the readiness and expected benefits of relationship management implementation. The research results have indicated that a public broadcaster could achieve a higher level of social responsibility, improve business sustainability, and empower communication and collaboration with all the stakeholders by using emerging technologies for relationship management activities.