Customers' Influence Makes or Breaks Your Brand's Success Story - Accounting for Positive and Negative Social Influence in Online Customer Networks.
Catherine BaethgeJulia KlierMathias KlierGeorg LindnerPublished in: ICIS (2017)
Keyphrases
- social influence
- positive and negative
- social networks
- network structure
- online communities
- viral marketing
- marketing campaigns
- network effects
- online social
- customer satisfaction
- customer support
- customer service
- online retailers
- social interaction
- customer behavior
- social relationships
- positive or negative
- potential customers
- customer data
- decision rules
- customer relationship management
- online stores
- information diffusion
- call center
- influence propagation
- customer loyalty
- customer preferences
- marketing strategies
- influence maximization
- customer requirements
- online social networks
- community structure
- complex networks
- social influences
- social graph
- technology adoption
- internet shopping
- technology acceptance
- online shopping
- social networking
- user preferences
- service times
- link prediction
- social network analysis
- software vendors
- service providers
- decision trees
- information systems
- power law distribution
- community detection
- electronic commerce
- collaborative learning
- social media