Customer services in the digital transformation: social media versus hotline channel performance.
Alexander RossmannGerald SteiPublished in: DEC (2015)
Keyphrases
- social media
- customer service
- information goods
- customer support
- digital objects
- digital goods
- potential customers
- communication channels
- multi channel
- web services
- service providers
- service requirements
- social networks
- digital television
- information services
- mobile services
- public key infrastructure
- context aware
- electronic commerce
- ubiquitous computing
- social networking
- service composition
- service delivery
- end users
- mobile applications
- customer data
- website
- market segments
- metadata
- online marketing
- customer relationship management
- crisis management
- wireless channels
- end to end
- credit card
- service oriented