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• W2508237690 abstract "In recent years, social media and the Web 2.0 have rapidly gained an increasing popularity. Companies have recognized this development and anticipate higher customer satisfaction, customer loyalty and customer lifetime value through the use of social media for commercial purposes. Social customer relationship management (SCRM) professionalizes the use of social media and aims at value cocreation of companies and their customers. Through a combination of high tech and high touch, this new way of interaction with customers also offers plenty of opportunities to enhance customer service experience." @default.
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• W2508237690 date "2016-01-01" @default.
• W2508237690 modified "2023-10-16" @default.
• W2508237690 title "Customer Service Experience Through Technology-Enabled Social CRM – An Exploratory Analysis in the Automotive Industry" @default.
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• W2508237690 doi "https://doi.org/10.1007/978-3-319-45234-0_15" @default.
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