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A framework for using social media channels in knowledge exchange with customers
University of Skövde, School of Business. University of Skövde, Enterprises for the Future. (Knowledge and Innovation Management (KIM))ORCID iD: 0000-0001-8469-2427
University of Rostock, Rostock, Germany.
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)
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.

Place, publisher, year, edition, pages
2015. 272-278 p.
CEUR Worskhop Proceedings, ISSN 1613-0073 ; 1458
Keyword [en]
Knowledge exchange, social media channels, framework
National Category
Business Administration
Research subject
Humanities and Social sciences
URN: 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
Available from: 2015-12-15 Created: 2015-12-15 Last updated: 2015-12-16Bibliographically approved

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