How Finnair Socialized Customers for Service Co-Creation with Social Media.
Sirkka L. JarvenpaaVirpi Kristiina TuunainenPublished in: MIS Q. Executive (2013)
Keyphrases
- social media
- service providers
- customer service
- customer satisfaction
- service systems
- single server
- single server queue
- queueing model
- service times
- call center
- service quality
- poisson arrivals
- service discovery
- social networking
- web services
- customer support
- point of sale
- service requirements
- steady state
- online stores
- social networks
- customer requirements
- service oriented
- information services
- customer behavior
- cost efficient
- end users
- flow control
- creation process
- management system
- content providers
- service composition