Planes, trains and social media

• Main Authors: TULI, Kapil R., DULA, Christopher, MITTAL, Sheetal
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2017
• Subjects: Social media; communication strategy; consumer expectations; consumer service; online engagement; service quality; Marketing; Social Media; Technology and Innovation
• Online Access: https://ink.library.smu.edu.sg/cases_coll_all/183; https://cmp.smu.edu.sg/case/2641
• Institution: Singapore Management University

Set in 2016, the case explores the role of social media in the public transportation sector. It highlights how social media has emerged to be a dominant platform offering both opportunities and challenges for organisations. SMRT, a mass service provider in Singapore, counted amongst the best in the...