@inproceedings{Rossmann2014,
  author    = {Rossmann, Alexander},
  title     = {Customer services in social media channels : an empirical analysis},
  booktitle = {Innovating and collaborating in a global marketplace ; AMA Summer Educators' Conference 2013 ; AMA educators proceedings volume 24 ; Boston, Massachussetts, USA, 9 - 11 August 2013},
  editor    = {Slotegraaf, Rebecca},
  isbn      = {978-1-62993-585-0},
  institution = {Informatik},
  pages     = {342 -- 343},
  year      = {2014},
  abstract  = {This paper addresses the following four research questions: 1. How should customer service quality in social media channels be conceptualized on multiple levels? 2. Which aspects of customer service quality are important in enhancing customer satisfaction? 3. What outcomes are effected by customer service quality and customer satisfaction? 4. How effective are customer services delivered through social media channels (as compared to customer services delivered through other channels)?},
  language  = {en}
}