Table 5.
Measurement items.
| Construct | Item | Measurement |
|---|---|---|
| Asynchronicity | ASY1 | I can receive replies from my clients immediately after sending them a message via social media. |
| ASY2 | I reply as soon as I receive a message in social media. | |
| ASY3 | Social media can help me communicate with customers immediately. | |
| Permanence | PER1 | I can read past messages to clearly understand the previous conversations with customers. |
| PER2 | I read past messages to help recall previous conversations with clients. | |
| PER3 | If the message is very long and complicated, I can read the message carefully. | |
| Publicness | PUB1 | I don't think the personal information disclosed on social media affects my current work. |
| PUB2 | I don't think the personal information disclosed on social media affects the perception of my customers. | |
| PUB3 | I don't think that public postings on social media affects my professional image. | |
| Availability | AVA1 | I think social media can facilitate my work. |
| AVA2 | I think social media makes it easy for me to contact my clients. | |
| AVA3 | I think using social media makes it easier for my clients to contact me. | |
| Symbol variety | SYM1 | I think it is more friendly to have emoticons in conversations with my clients. |
| SYM2 | Only use text to online talking is not enough to express my emotions or feelings when I use social media. | |
| SYM3 | I use other features in social media (e.g., emoticons, images, video clips) to express emotions when communicating with clients. | |
| SYM4 | When using social media to communicate with clients, I am aware of the options for using other features of social media (e.g., emojis, images, videos). | |
| Social-oriented usage of social media | SOC1 | I can make friends in the organization through social media. |
| SOC2 | I can find like-minded people through social media. | |
| SOC3 | I can meet new friends through social media. | |
| SOC4 | I use social media in order to meet friends/clients I have never met. | |
| Work-oriented usage of social media | WOR1 | I discuss work with colleagues through social media. |
| WOR2 | I use social media to contact customers. | |
| WOR3 | I use social media for work. | |
| WOR4 | For work, I think social media is one of the tools that must be used. | |
| Work efficiency | WEF1 | After using social media, my daily work is more efficient. |
| WEF2 | I am able to communicate with my clients better through social media. | |
| WEF3 | I think it is more efficient to use social media to communicate with clients. |