TY - CHAP U1 - Konferenzveröffentlichung A1 - Rossmann, Alexander A1 - Stei, Gerald ED - Zimmermann, Alfred ED - Rossmann, Alexander T1 - Customer services in the digital transformation: social media versus hotline channel performance T2 - Digital Enterprise Computing (DEC 2015) : June 25-26, 2015, Böblingen, Germany N2 - Due to the digital transformation online service strategies have gained prominence in practice as well as in the theory of service management. This study examines the efficacy of different types of service channels in customer complaint handling. The theoretical framework, developed using complaint handling and social media literature, is tested against data collected from two different channels (hotline and social media) of a German telecommunication service provider. We contribute to the understanding of firm’s multichannel distribution strategy in two ways: a) by conceptualizing and evaluating complaint handling quality across traditional and social media channels, and b) by testing the impact of complaint handling quality on key performance outcomes like customer loyalty, positive word-of-mouth, and cross purchase intentions. KW - multichannel KW - social media KW - word-of-mouth KW - customer satisfaction KW - customer loyalty KW - complaint handling Y1 - 2015 U6 - https://nbn-resolving.org/urn:nbn:de:bsz:rt2-opus4-5965 UN - https://nbn-resolving.org/urn:nbn:de:bsz:rt2-opus4-5965 UR - http://subs.emis.de/LNI/Proceedings/Proceedings244/article19.html SN - 978-3-88579-638-1 SB - 978-3-88579-638-1 SP - 27 EP - 38 S1 - 10 PB - Gesellschaft für Informatik CY - Bonn ER - TY - CHAP U1 - Konferenzveröffentlichung A1 - Rossmann, Alexander A1 - Stei, Gerald ED - Zimmermann, Alfred T1 - Sales 2.0 in business-to-business (B2B) Networks : conceptualization and impact of social media in B2B Sales relationships T2 - Digital Enterprise Computing (DEC 2015) : June 25-26, 2015, Böblingen, Germany N2 - In recent years, the rise of the digital transformation received significant importance in Business-to-Business (B2B) research. Social media applications provide executives with a raft of new options. Consequently, interfaces to social media platforms have also been integrated into B2B salesforce applications, although very little is as yet known about their usage and general impact on B2B sales performance. This paper evaluates 1) the conceptualization of social media usage in a dyadic B2B relationship; 2) the effects of a more differentiated usage construct on customer satisfaction; 3) antecedents of social media usage on multiple levels; and 4) the effectiveness of social media usage for different types of customers. The framework presented here is tested cross-industry against data collected from dyadic buyer seller relationships in the IT service industry. The results elucidate the preconditions and the impact of social media usage strategies in B2B sales relations. KW - social media KW - salesforce applications KW - business-to-business KW - customer satisfaction Y1 - 2015 U6 - https://nbn-resolving.org/urn:nbn:de:bsz:rt2-opus4-6017 UN - https://nbn-resolving.org/urn:nbn:de:bsz:rt2-opus4-6017 UR - http://subs.emis.de/LNI/Proceedings/Proceedings244/article21.html SN - 978-3-88579-638-1 SB - 978-3-88579-638-1 SP - 67 EP - 78 S1 - 12 PB - Gesellschaft für Informatik CY - Bonn ER - TY - CHAP U1 - Konferenzveröffentlichung A1 - Rossmann, Alexander A1 - Stei, Gerald ED - Zimmermann, Alfred ED - Rossmann, Alexander T1 - User engagement in corporate Facebook communities T2 - Digital Enterprise Computing (DEC 2015) : June 25-26, 2015, Böblingen, Germany N2 - The stimulation of user engagement has received significant attention in extant research. However, the theory of antecedents for user engagement with an initial electronic word-of-mouth (eWoM) communication is relatively less developed. In an investigation of 576 unique user postings across independent Facebook (FB) communities for two German firms, we contribute to the extant knowledge on user engagement in two different ways. First, we explicate senders’ prior usage experience and the extent of their acquaintance with other community members as the two key drivers of user engagement across a product and a service community. Second, we reveal that these main effects differ according to the type of community. In service communities, experience has a stronger impact on user engagement; whereas, in product communities, acquaintance is more important. KW - social media KW - user engagement KW - acquaintance KW - experience KW - word-of-mouth KW - community type KW - regression analysis Y1 - 2015 U6 - https://nbn-resolving.org/urn:nbn:de:bsz:rt2-opus4-6004 UN - https://nbn-resolving.org/urn:nbn:de:bsz:rt2-opus4-6004 UR - http://subs.emis.de/LNI/Proceedings/Proceedings244/article20.html SN - 978-3-88579-638-1 SB - 978-3-88579-638-1 SP - 51 EP - 62 S1 - 12 PB - Gesellschaft für Informatik CY - Bonn ER -