Google Versus Facebook

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ASTON UNIVERSITY SCHOOL OF LANGUAGES AND SOCIAL SCIENCE: PRE-SESSIONAL MODULE LE2046 RESEARCH PROJECT PROPOSAL TOPIC ‘Google Plus’ Versus ‘Facebook’: A Social Networking Competition For Customer Loyalty Name: Yang CHEN Student Number: 119144846 Tutor: Richard Galletly Introduction It is commonly believed that Facebook is the most popular social network which is used by people worldwide (Gunelius, 2011) and it had over 750 million customers by June, 2011 (Facebook, 2011a & b). According to Kelleher (2011), there is a forthcoming competition between Google Plus (henceforth Google+) and Facebook related to customer loyalty. He goes on to state that despite being a new brand, Google+ matches Facebook on many aspects and surpasses it in other ways. In addition, BBC News (2011) states the latest objective of Google+ is to achieve more than 500 million users. By this token, a competition for the market shares of social networking will be unavoidable by Google+. To some extent, high market shares are based upon high returning customers. That may be the reason why customer loyalty is a guarantee for increasing and maintaining market shares (Butscher, 2002). As a business student, I have three years’ academic learning experience in marketing and the most interesting research for me is the process of establishing and maintaining customer loyalty. Therefore, customer loyalty will be the focus of this research and will answer the following three questions: 1. What is customer loyalty and how does it operate? 2. What has Google+ done to retain its customer loyalty? 3. What other improvements can be made by Google+ to retain its customers? This proposal will identify how these questions will be answered. It will do this by first describing what literature will be used, then (by describing) the methodology that will be adopted and finally by giving a

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