Informatik
Refine
Year of publication
- 2014 (1) (remove)
Document Type
- Conference proceeding (1) (remove)
Language
- English (1)
Has full text
- no (1)
Is part of the Bibliography
- yes (1)
Institute
- Informatik (1)
Publisher
- Curran Associates (1) (remove)
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)?