Collaboration with Customers - Understanding the Effect of Customer-Company Interaction in New Product Development.
Per KristenssonAnders GustafssonLars WitellPublished in: HICSS (2011)
Keyphrases
- customer service
- customer data
- customer relationship management
- customer satisfaction
- customer behavior
- call center
- customer support
- customer churn
- customer segmentation
- collaborative problem solving
- customer base
- marketing campaigns
- marketing strategies
- customer loyalty
- customer retention
- social dynamics
- cscl environments
- retail banking
- active participation
- software vendors
- case study
- multiple perspectives
- collaborative learning
- customer preferences
- group interaction
- data mining
- direct marketing
- virtual communities
- service quality
- information sharing
- electronic commerce
- potential customers
- customer demand
- turn taking
- sensemaking
- human computer interaction
- churn prediction
- theoretical and practical implications
- financial services
- collaborative activities
- human agent
- credit card
- service level
- knowledge management
- banking services