A framework for using social media channels in knowledge exchange with customers
2015 (English)In: Proceedings of the LWA 2015 Workshops: KDML, FGWM, IR, and FGDBTrier, Germany, October 7-9, 2015 / [ed] Ralph Bergmann, Sebastian Görg & Gilbert Müller, 2015, 272-278 p.Conference paper, Abstract (Refereed)
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.
Place, publisher, year, edition, pages
2015. 272-278 p.
CEUR Worskhop Proceedings, ISSN 1613-0073 ; 1458
Knowledge exchange, social media channels, framework
Research subject Humanities and Social sciences
IdentifiersURN: urn:nbn:se:his:diva-11758ScopusID: 2-s2.0-84944346034OAI: oai:DiVA.org:his-11758DiVA: diva2:882609
LWA 2015 conference, Trier, Germany, October 7-9, 2015