How customer participation in B2B peer-to-peer problem-solving communities influences the need for traditional customer service
Sterling A. Bone, Paul W. Fombelle, Kristal R. Ray, and Katherine N. Lemon
| Year of publication: |
2015
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|---|---|
| Authors: | Bone, Sterling A. ; Fombelle, Paul W. ; Ray, Kristal R. ; Lemon, Katherine N. |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 18.2015, 1, p. 23-38
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| Subject: | customer support | peer-to-peer problem-solving communities | knowledge management | cocreation | participation | business-to-business | big data | customer analytics | Beziehungsmarketing | Relationship marketing | Wissensmanagement | Knowledge management | B-to-B-Marketing | Business-to-business marketing | Kundenservice | Customer service | Social Web | Social web | Kundenintegration | Customer integration | Lieferantenmanagement | Supplier relationship management | Big Data | Big data | Konsumentenverhalten | Consumer behaviour | Data Mining | Data mining |