Like Versus Dislike: How Facebook's Like-Button Influences People's Perception of Product and Service Quality.
Valentin SchöndienstFlorian KulzerOliver GüntherPublished in: ICIS (2012)
Keyphrases
- service quality
- customer requirements
- customer satisfaction
- internet shopping
- customer support
- service providers
- competitive environment
- social media
- electronic commerce
- product design
- online shopping
- quality of service
- user satisfaction
- social networks
- information systems
- call center
- life cycle
- competitive advantage
- social networking sites
- information quality
- social networking
- online social networks
- job satisfaction
- real time