Social Media Analytics in Customer Service: A Literature Overview - An Overview of Literature and Metrics Regarding Social Media Analysis in Customer Service
暂无分享,去创建一个
Volker Stich | Roman Senderek | Roman Emonts-Holley | V. Stich | Roman Senderek | Roman Emonts-Holley
[1] Victoria L. Crittenden,et al. We're all connected: The power of the social media ecosystem , 2011 .
[2] A. Parasuraman,et al. A Conceptual Model of Service Quality and Its Implications for Future Research , 1985 .
[3] L. Berry,et al. Managing the Total Customer Experience , 2002 .
[4] N. Michaelidou,et al. Usage, barriers and measurement of social media marketing: An exploratory investigation of small and medium B2B brands , 2011 .
[5] F. Esch,et al. Vom Konsumenten zum Markenbotschafter — Durch den gezielten Einsatz von Social Media die Konsumenten an die Marke binden , 2012 .
[6] E. Anderson,et al. Strengthening the Satisfaction-Profit Chain , 2000 .
[7] Werner Sauter,et al. Innovative Lernsysteme - Kompetenzentwicklung mit Blended Learning und Social Software , 2008, X.media.press.
[8] Jari Jussila,et al. Learning from and with Customers with Social Media: A Model for Social Customer Learning , 2012 .
[9] Vincent Larivière,et al. Tweets vs. Mendeley readers: How do these two social media metrics differ? , 2014, it Inf. Technol..
[10] Young-Gul Kim,et al. A CRM performance measurement framework: Its development process and application , 2009 .
[11] R. Rust,et al. Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services , 1997 .
[12] Anand Kumar Jaiswal,et al. Customer satisfaction and service quality measurement in Indian call centres , 2008 .
[13] R. Feinberg,et al. Operational determinants of caller satisfaction in the call center , 2000 .
[14] Roland Fiege. Social Media Balanced Scorecard : erfolgreiche Social Media-Strategien in der Praxis , 2012 .
[15] O. Blanchard,et al. Social Media Roi: Managing and Measuring Social Media Efforts in Your Organization , 2011 .
[16] R. Law,et al. Social Media in Tourism and Hospitality: A Literature Review , 2013 .
[17] Claudia Fantapié Altobelli,et al. Social Media-Strategien bei Dienstleistungsunternehmen – Entwicklung und Implementierung mittels einer Social Media-Scorecard , 2013 .
[18] Koen Pauwels,et al. Social Media Metrics — A Framework and Guidelines for Managing Social Media , 2013 .
[19] E. Hirschman,et al. The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun , 1982 .
[20] Lerzan Aksoy,et al. Undervalued or Overvalued Customers: Capturing Total Customer Engagement Value , 2010 .
[21] Social Brand Controlling — Chancen und Herausforderungen von Measurement , 2012 .
[22] Katherine N. Lemon,et al. Customer Experience Creation: Determinants, Dynamics and Management Strategies , 2009 .
[23] Bruno S. Silvestre,et al. Social Media? Get Serious! Understanding the Functional Building Blocks of Social Media , 2011 .
[24] D. Flint,et al. Customer Value Anticipation, Customer Satisfaction and Loyalty: An Empirical Examination , 2010 .
[25] Jim Sterne,et al. Social Media Metrics: How to Measure and Optimize Your Marketing Investment , 2010 .
[26] Marshall Sponder,et al. Social Media Analytics: Effective Tools for Building, Interpreting, and Using Metrics , 2011 .
[27] C. Fornell,et al. The American Customer Satisfaction Index: Nature, Purpose, and Findings , 1996 .
[28] A. Parasuraman,et al. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .
[29] Deborah L. Kellogg,et al. On the relationship between customer participation and satisfaction: two frameworks , 1997 .
[30] Gunther Eysenbach,et al. Can Tweets Predict Citations? Metrics of Social Impact Based on Twitter and Correlation with Traditional Metrics of Scientific Impact , 2011, Journal of medical Internet research.
[31] Goetz Greve. Social CRM – Zielgruppenorientiertes Kundenmanagement mit Social Media , 2011 .