TY  - CHAP
U1  - Konferenzveröffentlichung
A1  - Rossmann, Alexander
ED  - Slotegraaf, Rebecca
T1  - Customer services in social media channels : an empirical analysis
T2  - Innovating and collaborating in a global marketplace ; AMA Summer Educators' Conference 2013 ; AMA educators proceedings volume 24 ; Boston, Massachussetts, USA, 9 - 11 August 2013
N2  - 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)?
Y1  - 2014
SN  - 978-1-62993-585-0
SB  - 978-1-62993-585-0
SP  - 342
EP  - 343
S1  - 2
PB  - Curran Associates
CY  - Red Hook, NY
ER  -