Dynamics of customer interaction on social media platforms

[1]  Ingo O. Karpen,et al.  Epilogue to the Special Issue and reflections on the future of engagement research , 2016 .

[2]  Stephen L. Vargo,et al.  Institutions and axioms: an extension and update of service-dominant logic , 2016 .

[3]  Lars Groeger,et al.  Capturing value from non-paying consumers’ engagement behaviours: field evidence and development of a theoretical model , 2015 .

[4]  V. Kumar,et al.  Profitable Customer Engagement: Concept, Metrics and Strategies , 2013 .

[5]  P. Leeflang,et al.  Popularity of Brand Posts on Brand Fan Pages: An Investigation of the Effects of Social Media Marketing , 2012 .

[6]  P. Harrigan,et al.  CRM to social CRM: the integration of new technologies into customer relationship management , 2014 .

[7]  R. Brodie,et al.  Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation , 2014 .

[8]  Sofie Bitter,et al.  Consequences of customer engagement behavior: when negative Facebook posts have positive effects , 2016, Electron. Mark..

[9]  Olaf Reinhold,et al.  Social Customer Relationship Management (Social CRM) , 2012, Business & Information Systems Engineering.

[10]  Christiane Lehrer,et al.  Generating and exploiting customer insights from social media data , 2016, Electron. Mark..

[11]  Bang Nguyen,et al.  Constructing online switching barriers: examining the effects of switching costs and alternative attractiveness on e-store loyalty in online pure-play retailers , 2016, Electronic Markets.

[12]  Marcel Rosenberger,et al.  Conceptualising and Exploring User Activities in Social Media , 2015, I3E.

[13]  Carsten D. Schultz,et al.  Insights from consumer interactions on a social networking site: Findings from six apparel retail brands , 2016, Electron. Mark..

[14]  A. Payne,et al.  Customer Relationship Management: A Strategic Perspective , 2009 .

[15]  Lerzan Aksoy,et al.  Undervalued or Overvalued Customers: Capturing Total Customer Engagement Value , 2010 .

[16]  Kai H. Lim,et al.  Understanding customer knowledge sharing in web-based discussion boards: An exploratory study , 2006, Internet Res..

[17]  Xuejiao Zhao,et al.  The governance strategies for public emergencies on social media and their effects: a case study based on the microblog data , 2016, Electron. Mark..

[18]  Detlef Schoder,et al.  Mineable or messy? Assessing the quality of macro-level tourism information derived from social media , 2015, Electron. Mark..

[19]  A. Kaplan,et al.  Users of the world, unite! The challenges and opportunities of Social Media , 2010 .

[20]  Lan Jiang,et al.  The low status advantage: the effect of status structure on participation in an online community , 2016, Electron. Mark..

[21]  V. Dutot.  A New Strategy for Customer Engagement: How Do French Firms Use Social CRM? , 2013 .

[22]  Rainer Alt,et al.  Social Customer Relationship Management: State of the Art and Learnings from Current Projects , 2012, Bled eConference.

[23]  H. Chesbrough.  Business model innovation: it's not just about technology anymore , 2007 .

[24]  Jonathan W. Musser,et al.  Web 2.0 : principles and best practices , 2007 .

[25]  P. Greenberg.  The impact of CRM 2.0 on customer insight , 2010 .

[26]  Roderick J. Brodie,et al.  Customer engagement : contemporary issues and challenges , 2016 .

[27]  Reinhard Jung,et al.  Towards Social CRM - Scoping the Concept and Guiding Research , 2013, Bled eConference.

[28]  Mathias Klier,et al.  Social commerce—state-of-the-art and future research directions , 2016, Electronic Markets.

[29]  Roderick J. Brodie,et al.  Non-monetary social and network value: understanding the effects of non-paying customers in new media , 2016 .

[30]  Juha Munnukka,et al.  Perceived risks and risk management of social media in an organizational context , 2014, Electron. Mark..

[31]  M. Sawhney,et al.  Collaborating to create: The Internet as a platform for customer engagement in product innovation , 2005 .

[32]  Victoria L. Crittenden,et al.  We're all connected: The power of the social media ecosystem , 2011 .

[33]  Kevin J. Trainor,et al.  Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM , 2014 .

[34]  Robbert Faase,et al.  Web 2.0 in the CRM domain: defining social CRM , 2011 .

[35]  M. Haenlein,et al.  Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House , 2013 .

[36]  P. Berthon,et al.  Marketing meets Web 2.0, social media, and creative consumers: Implications for international marketing strategy , 2012 .

[37]  V. Kumar,et al.  Competitive Advantage through Engagement , 2016 .

[38]  Michael Etgar.  A descriptive model of the consumer co-production process , 2008 .

[39]  Sheila L. Sasser,et al.  Marketing in an Interactive World: The Evolving Nature of Communication Processes Using Social Media , 2014 .

[40]  Christoph F. Breidbach,et al.  Beyond virtuality: from engagement platforms to engagement ecosystems , 2014 .

[41]  R. Brodie,et al.  Consumer engagement in a virtual brand community: An exploratory analysis , 2013 .