Acknowledgements

Except for third party materials and otherwise stated in the acknowledgements section, this content is made available under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 Licence [Tip: hold Ctrl and click a link to open it in a new tab. (Hide tip)] .

The material acknowledged below is Proprietary and used under licence (not subject to Creative Commons Licence). Grateful acknowledgement is made to the following sources for permission to reproduce material in this unit:

Text

Social media definition from Oxford Dictionary (2016).

Figures

Figures 1, 15 and 19: courtesy Moore Effective Solutions Ltd.

Figure 2: © Nikada/iStockphoto.com.

Figures 3, 4, 6, 8 and 10: adapted from Assael, H. (1995) Consumer Behaviour and Marketing Action, 5th edition, Cincinnati, South-Western College

Figure 5: © FurmanAnna/iStockphoto.com.

Figure 7: © Aquir/iStockphoto.com.

Figure 9: © CR Management GmbH and Co KG/iStockphoto.com.

Figure 11: © emojoez /iStockphoto.com.

Figure 12: © annatodica/iStockphoto.com.

Figure 13: © wdstock/iStockphoto.com.

Figure 14: © Kemalbas/iStockphoto.com.

Figure 16: webpage from The Open University, http://www.open.ac.uk/ community/ main/.

Figure 17: © hafakot/iStockphoto.com.

Figure 18: adapted from Grégoire, Y., Salle, A. and Tripp, T.M. (2015) ‘Managing social media crises with your customers: the good, the bad, and the ugly’, Business Horizons, vol. 58, no. 2, pp. 173–82.

Tables

Table 1: adapted from Corcoran, S. (2009) ‘Defining earned and paid media’ [Online]. Available at: http://blogs.forrester.com/ interactive_marketing/ 2009/ 12/ defining-earned-owned-and-paid-media.html.

AV maerial

Section 1: John Foster transcript: from Upside Learning, https://www.upsidelearning.com/ uk/.

Section 2: ‘Buying behaviour’ transcript from YouTube video, Nils de Witte (2013).

Section 5.2: A.J. Leon, http://podcasts.ox.ac.uk/ how-do-i-market-my-business-and-sell-products-chapter-5, and transcript available under https://creativecommons.org/ licenses/ by-nc-sa/ 2.5/.

Every effort has been made to contact copyright owners. If any have been inadvertently overlooked, the publishers will be pleased to make the necessary arrangements at the first opportunity.