The Role of Social Media Technologies in Service Innovation: Perceptions of Exceptional-customer-engaged Value Co-creation.
Yao WuJingHua XiaoKang XiePublished in: HICSS (2020)
Keyphrases
- social media
- service requirements
- customer service
- customer satisfaction
- seamless integration
- crisis management
- network services
- innovative ideas
- call center
- web services
- management system
- service times
- mashup
- product information
- service oriented
- case study
- point of sale
- service level
- queue length
- electronic commerce
- support systems
- service quality
- technological innovations
- intellectual property rights
- customer support
- e government
- online services
- information technology
- data mining
- banking services
- social media data
- customer behavior
- marketing strategies
- customer relationship management
- mobile services
- user generated content
- attitudes toward
- wireless networks
- service providers
- social networks