The Impact of Social Engagement on Customer Profitability - Insights from a Direct Banking Institution's Online Customer Network.
Annette FelgenhauerJulia KlierMathias KlierGeorg LindnerPublished in: ECIS (2017)
Keyphrases
- retail banking
- electronic commerce
- online learning
- customer churn
- online communities
- online social
- customer behavior
- social networks
- churn prediction
- social media
- data mining
- customer base
- customer service
- technological innovations
- customer relationship management
- customer satisfaction
- banking industry
- limited capacity
- complex networks
- banking services
- network dynamics
- cross cultural
- information diffusion
- peer to peer