Bolton, Ruth N.; Parasuraman, A.; Hoefnagels, Ankie; … - In: Journal of Service Management 24 (2013) 3, pp. 245-267
Purpose – The purpose of this paper is to review what we know – and don't know – about Generation Y's use of social media and to assess the implications for individuals, firms and society. Design/methodology/approach – The paper distinguishes Generation Y from other cohorts in terms of...