Introduction Case
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1. Introduction
Your introduction should introduce the topic of the RR and highlight what is going to be discussed in the content/body of your RR. Directly after the introduction you should place your research problem/question and sub-questions.
“How effective are social media tools, such as Facebook and YouTube, as a means to fulfill customer relations processes, in the business retail sector?”
The sub-questions that will be used to address the stated research problem are:
What is social media?
How can customer relations be defined and what are the processes that govern customer relations in the retail sector?
What impact has social media had on the customer relations processes in the business retail sector?
2. A definition of social media
Define and discuss social media
According to Cohen (2011) as social media evolves and its uses and expand so to has the definition of social media.
3. Customer relations and the retail sector
Define and discuss customer relations in relation to business retail.
4. The impact of social media in retail
Discuss the impact of social media on the customer relations practices in retail (Both positive and negative aspects).
5. Conclusion
Your conclusion should summarise everything that was discussed in the content/body of your RR.
6. Reference List
Your reference list should always start on a separate page.
Your reference list should NOT be numbered however references should be placed in alphabetical order.
Your reference style should adhere to the Harvard method.
You may only include a reference in your reference list if it has been cited in the body of your RR. For example Cohen was cited in the definition of social media, hence it was referenced below.
Cohen, H. (2011). 30 Social Media Definitions. Available from: