Impact of Social Media on Customer Satisfaction: a Perspective of Social Capital.
Huan LiangWenli LiHao ChenPublished in: PACIS (2016)
Keyphrases
- customer satisfaction
- social capital
- social media
- service quality
- resource based view
- anecdotal evidence
- online shopping
- human capital
- customer service
- information flow
- knowledge sharing
- marketing strategies
- network centrality
- user satisfaction
- critical mass
- information and communication technologies
- social networks
- customer data
- public sector
- internet banking
- website design
- information quality
- low cost