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A framework for using social media channels in knowledge exchange with customers
Högskolan i Skövde, Institutionen för handel och företagande. Högskolan i Skövde, Forskningsspecialiseringen Framtidens Företagande. (Knowledge and Innovation Management (KIM))ORCID-id: 0000-0001-8469-2427
University of Rostock, Rostock, Germany.
2015 (engelsk)Inngår i: Proceedings of the LWA 2015 Workshops: KDML, FGWM, IR, and FGDBTrier, Germany, October 7-9, 2015 / [ed] Ralph Bergmann, Sebastian Görg & Gilbert Müller, 2015, s. 272-278Konferansepaper, Oral presentation with published abstract (Fagfellevurdert)
Abstract [en]

Social media channels become more and more important for serviceproviders in contacting customers. Given the variety of offers it is important tounderstand the contribution of social media channels to knowledge exchangewith customers. We analyse the requirements of customer contact in service provisionand develop a framework how different social media channels can be usedfor knowledge exchange. In particular, we show from the perspective of serviceproviders how these organisations may apply different social media channels indifferent stages of service processes.

sted, utgiver, år, opplag, sider
2015. s. 272-278
Serie
CEUR Worskhop Proceedings, ISSN 1613-0073 ; 1458
Emneord [en]
Knowledge exchange, social media channels, framework
HSV kategori
Forskningsprogram
Humaniora-samhällsvetenskap; Knowledge and Innovation Management (KIM)
Identifikatorer
URN: urn:nbn:se:his:diva-11758Scopus ID: 2-s2.0-84944346034OAI: oai:DiVA.org:his-11758DiVA, id: diva2:882609
Konferanse
LWA 2015 conference, Trier, Germany, October 7-9, 2015
Tilgjengelig fra: 2015-12-15 Laget: 2015-12-15 Sist oppdatert: 2019-11-08bibliografisk kontrollert

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