{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,3,27]],"date-time":"2025-03-27T22:35:05Z","timestamp":1743114905584,"version":"3.40.3"},"publisher-location":"Cham","reference-count":69,"publisher":"Springer International Publishing","isbn-type":[{"type":"print","value":"9783319452333"},{"type":"electronic","value":"9783319452340"}],"license":[{"start":{"date-parts":[[2016,1,1]],"date-time":"2016-01-01T00:00:00Z","timestamp":1451606400000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"},{"start":{"date-parts":[[2016,1,1]],"date-time":"2016-01-01T00:00:00Z","timestamp":1451606400000},"content-version":"vor","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2016]]},"DOI":"10.1007\/978-3-319-45234-0_15","type":"book-chapter","created":{"date-parts":[[2016,8,22]],"date-time":"2016-08-22T02:20:41Z","timestamp":1471832441000},"page":"157-172","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":2,"title":["Customer Service Experience Through Technology-Enabled Social CRM \u2013 An Exploratory Analysis in the Automotive Industry"],"prefix":"10.1007","author":[{"given":"Aaron W.","family":"Baur","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Johannes S.","family":"Henne","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Markus","family":"Bick","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2016,8,23]]},"reference":[{"key":"15_CR1","unstructured":"Poeppelbuss, J., Tuunanen, T. and Wijnhoven, F.: CfP ECIS 2016: Service Innovation, Engineering, and Management (2016). \n                      http:\/\/www.ecis2016.eu\/files\/downloads\/Tracks\/T27.pdf"},{"key":"15_CR2","doi-asserted-by":"publisher","first-page":"3","DOI":"10.1177\/1094670512448413","volume":"16","author":"NV Wunderlich","year":"2013","unstructured":"Wunderlich, N.V., Wangenheim, F.V., Bitner, M.J.: High tech and high touch: a framework for understanding user attitudes and behaviors related to smart interactive services. J. Serv. Res. 16, 3\u201320 (2013)","journal-title":"J. Serv. Res."},{"key":"15_CR3","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1007\/s12063-011-0046-6","volume":"4","author":"MM Davis","year":"2011","unstructured":"Davis, M.M., Spohrer, J.C., Maglio, P.P.: Guest editorial: how technology is changing the design and delivery of services. Oper. Manag. Res. 4, 1\u20135 (2011)","journal-title":"Oper. Manag. Res."},{"key":"15_CR4","volume-title":"Web 2.0 Principles and Best Practices","author":"J Musser","year":"2007","unstructured":"Musser, J., O\u2019Reilly, T.: Web 2.0 Principles and Best Practices. O\u2019Reilly Media, Sebastopol (2007)"},{"key":"15_CR5","doi-asserted-by":"publisher","first-page":"149","DOI":"10.1057\/dbm.2011.22","volume":"18","author":"L Ang","year":"2011","unstructured":"Ang, L.: Is SCRM really a good social media strategy? J. Database Mark. Cust. Strategy Manag. 18, 149\u2013153 (2011)","journal-title":"J. Database Mark. Cust. Strategy Manag."},{"key":"15_CR6","doi-asserted-by":"publisher","first-page":"559","DOI":"10.2501\/S1470785309200773","volume":"51","author":"T Smith","year":"2009","unstructured":"Smith, T.: Conference notes \u2013 the social media revolution. Int. J. Mark. Res. 51, 559 (2009)","journal-title":"Int. J. Mark. Res."},{"key":"15_CR7","doi-asserted-by":"publisher","first-page":"30","DOI":"10.1108\/10878571111161507","volume":"39","author":"CH Baird","year":"2011","unstructured":"Baird, C.H., Parasnis, G.: From social media to social customer relationship management. Strategy Leaders. 39, 30\u201337 (2011)","journal-title":"Strategy Leaders."},{"key":"15_CR8","first-page":"81","volume":"6","author":"S Fliess","year":"2012","unstructured":"Fliess, S., Nadzeika, A., Nesper, J.: Understanding patterns of customer engagement \u2013 how companies can gain a surplus from a social phenomenon. J. Mark. Dev. Compet. 6, 81\u201393 (2012)","journal-title":"J. Mark. Dev. Compet."},{"key":"15_CR9","doi-asserted-by":"publisher","first-page":"344","DOI":"10.1108\/09564231211248444","volume":"23","author":"B Jahn","year":"2012","unstructured":"Jahn, B., Kunz, W.: How to transform consumers into fans of your brand. J. Serv. Manag. 23, 344\u2013361 (2012)","journal-title":"J. Serv. Manag."},{"key":"15_CR10","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1142\/S0218843013400030","volume":"22","author":"T Lehmkuhl","year":"2013","unstructured":"Lehmkuhl, T., Jung, R.: Value creation potential of web 2.0 for SME - insights and lessons learnt from a European producer of consumer electronics. Int. J. Coop. Inf. Syst. 22, 1\u201322 (2013)","journal-title":"Int. J. Coop. Inf. Syst."},{"key":"15_CR11","unstructured":"Keller, K.L.: MSI 2014\u20132016 Research Priorities. \n                      http:\/\/www.msi.org\/uploads\/files\/MSI_RP14-16.pdf"},{"key":"15_CR12","first-page":"97","volume":"76","author":"BI Pine","year":"1999","unstructured":"Pine, B.I., Gilmore, J.H.: Welcome to the experience economy. Harv. Bus. Rev. 76, 97\u2013105 (1999)","journal-title":"Harv. Bus. Rev."},{"key":"15_CR13","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1509\/jmkg.68.1.1.24036","volume":"68","author":"SL Vargo","year":"2004","unstructured":"Vargo, S.L., Lusch, R.F.: Evolving to a new dominant logic for marketing. J. Mark. 68, 1\u201317 (2004)","journal-title":"J. Mark."},{"key":"15_CR14","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1007\/s11747-007-0069-6","volume":"36","author":"SL Vargo","year":"2008","unstructured":"Vargo, S.L., Lusch, R.F.: Service-dominant logic: continuing the evolution. J. Acad. Mark. Sci. 36, 1\u201310 (2008)","journal-title":"J. Acad. Mark. Sci."},{"key":"15_CR15","doi-asserted-by":"publisher","first-page":"1058","DOI":"10.1080\/0267257X.2014.934269","volume":"30","author":"C Tynan","year":"2014","unstructured":"Tynan, C., McKechnie, S., Hartley, S.: Interpreting value in the customer service experience using customer-dominant logic. J. Mark. Manag. 30, 1058\u20131081 (2014)","journal-title":"J. Mark. Manag."},{"key":"15_CR16","doi-asserted-by":"publisher","first-page":"104","DOI":"10.1108\/09555341311302639","volume":"25","author":"K Heinonen","year":"2013","unstructured":"Heinonen, K., Strandvik, T., Voima, P.: Customer dominant value formation in service. Eur. Bus. Rev. 25, 104\u2013123 (2013)","journal-title":"Eur. Bus. Rev."},{"key":"15_CR17","doi-asserted-by":"publisher","first-page":"531","DOI":"10.1108\/09564231011066088","volume":"21","author":"K Heinonen","year":"2010","unstructured":"Heinonen, K., Strandvik, T., Mickelsson, K., Edvardsson, B., Sundstr\u00f6m, E., Andersson, P.: A customer-dominant logic of service. J. Serv. Manag. 21, 531\u2013548 (2010)","journal-title":"J. Serv. Manag."},{"key":"15_CR18","unstructured":"Kuepper, T., Lehmkuhl, T., Wieneke, A., Jung, R.: Technology use of social media within customer relationship management: an organizational perspective. In: Proceedings of the 19th Pacific Asia Conference on Information Systems, pp. 1\u201317, Singapore (2015)"},{"key":"15_CR19","first-page":"116","volume":"85","author":"C Meyer","year":"2007","unstructured":"Meyer, C., Schwager, A.: Understanding customer experience. Harv. Bus. Rev. 85, 116\u2013126 (2007)","journal-title":"Harv. Bus. Rev."},{"key":"15_CR20","doi-asserted-by":"publisher","first-page":"632","DOI":"10.15358\/0935-0381-2011-12-632","volume":"23","author":"S Georgi","year":"2011","unstructured":"Georgi, S., Jung, R., Lehmkuhl, T.: Die gro\u00dfe Ver\u00e4nderung \u2013 Social Media revolutioniert die Online-Kommunikation. Controlling 23, 632\u2013637 (2011)","journal-title":"Controlling"},{"key":"15_CR21","first-page":"32","volume":"53","author":"D DiNucci","year":"1999","unstructured":"DiNucci, D.: Fragmented future. Print 53, 32\u201335 (1999)","journal-title":"Print"},{"key":"15_CR22","doi-asserted-by":"publisher","first-page":"1407","DOI":"10.1287\/mnsc.49.10.1407.17308","volume":"49","author":"C Dellarocas","year":"2003","unstructured":"Dellarocas, C.: The digitization of word of mouth: promise and challenges of online feedback mechanisms. Manag. Sci. 49, 1407\u20131424 (2003)","journal-title":"Manag. Sci."},{"key":"15_CR23","doi-asserted-by":"publisher","first-page":"59","DOI":"10.1016\/j.bushor.2009.09.003","volume":"53","author":"AM Kaplan","year":"2010","unstructured":"Kaplan, A.M., Haenlein, M.: Users of the world, unite! the challenges and opportunities of social media. Bus. Horiz. 53, 59\u201368 (2010)","journal-title":"Bus. Horiz."},{"key":"15_CR24","doi-asserted-by":"publisher","first-page":"231","DOI":"10.1016\/B978-008043972-3\/50016-5","volume-title":"The Real Life Guide To Accounting Research: A Behind-The-Scenes View of Using Qualitative Research Methods","author":"AJ Berry","year":"2004","unstructured":"Berry, A.J., Otley, D.: Case-based research in accounting. In: Humphrey, C., Lee, B. (eds.) The Real Life Guide To Accounting Research: A Behind-The-Scenes View of Using Qualitative Research Methods, pp. 231\u2013256. Elsevier, Amsterdam (2004)"},{"key":"15_CR25","volume-title":"Social Research Methods","author":"A Bryman","year":"2012","unstructured":"Bryman, A.: Social Research Methods. Oxford University Press, Oxford (2012)"},{"key":"15_CR26","doi-asserted-by":"publisher","first-page":"261","DOI":"10.1016\/j.bushor.2012.01.007","volume":"55","author":"PR Berthon","year":"2012","unstructured":"Berthon, P.R., Pitt, L.F., Plangger, K., Shapiro, D.: Marketing meets Web 2.0, social media, and creative consumers: implications for international marketing strategy. Bus. Horiz. 55, 261\u2013271 (2012)","journal-title":"Bus. Horiz."},{"key":"15_CR27","series-title":"Lecture Notes in Computer Science","doi-asserted-by":"publisher","first-page":"79","DOI":"10.1007\/978-3-319-22479-4_6","volume-title":"Electronic Government","author":"M Janssen","year":"2015","unstructured":"Janssen, M., Matheus, R., Zuiderwijk, A.: Big and open linked data (BOLD) to create smart cities and citizens: insights from smart energy and mobility cases. In: Tambouris, E., Janssen, M., Scholl, H.J., Wimmer, M.A., Tarabanis, K., Gasc\u00f3, M., Klievink, B., Lindgren, I., Parycek, P. (eds.) EGOV 2015. LNCS, vol. 9248, pp. 79\u201390. Springer, Heidelberg (2015)"},{"key":"15_CR28","doi-asserted-by":"publisher","first-page":"311","DOI":"10.1177\/1470593114534344","volume":"14","author":"MA Akaka","year":"2014","unstructured":"Akaka, M.A., Corsaro, D., Kelleher, C., Maglio, P.P., Seo, Y., Lusch, R.F., Vargo, S.L.: The role of symbols in value cocreation. Mark. Theor. 14, 311\u2013326 (2014)","journal-title":"Mark. Theor."},{"key":"15_CR29","unstructured":"Bughin, J., Chui, M., Manyika, J.: Ten IT-enabled business trends for the decade ahead. McKinsey Global Institute, pp. 1\u201313 (2013)"},{"key":"15_CR30","doi-asserted-by":"publisher","first-page":"167","DOI":"10.1509\/jmkg.2005.69.4.167","volume":"69","author":"A Payne","year":"2005","unstructured":"Payne, A., Frow, P.: A strategic framework for customer relationship management. J. Mark. 69, 167\u2013176 (2005)","journal-title":"J. Mark."},{"key":"15_CR31","doi-asserted-by":"publisher","first-page":"480","DOI":"10.1108\/09564230510625778","volume":"16","author":"I Szmigin","year":"2005","unstructured":"Szmigin, I., Canning, L., Reppel, A.E.: Online community: enhancing the relationship marketing concept through customer bonding. Int. J. Serv. Ind. Manag. 16, 480\u2013496 (2005)","journal-title":"Int. J. Serv. Ind. Manag."},{"key":"15_CR32","doi-asserted-by":"publisher","first-page":"205","DOI":"10.1007\/s00146-010-0311-5","volume":"26","author":"S Askool","year":"2011","unstructured":"Askool, S., Nakata, K.: A conceptual model for acceptance of social CRM systems based on a scoping study. AI & Soc. 26, 205\u2013220 (2011)","journal-title":"AI & Soc."},{"key":"15_CR33","doi-asserted-by":"publisher","first-page":"410","DOI":"10.1108\/08858621011066008","volume":"25","author":"P Greenberg","year":"2010","unstructured":"Greenberg, P.: The impact of CRM 2.0 on customer insight. J. Bus. Ind. Mark. 25, 410\u2013419 (2010)","journal-title":"J. Bus. Ind. Mark."},{"key":"15_CR34","doi-asserted-by":"publisher","first-page":"252","DOI":"10.1509\/jmkg.2005.69.4.252","volume":"69","author":"L Ryals","year":"2005","unstructured":"Ryals, L.: Making customer relationship management work: the measurement and profitable management of customer relationships. J. Mark. 69, 252\u2013261 (2005)","journal-title":"J. Mark."},{"key":"15_CR35","first-page":"197","volume":"9","author":"J Gallaugher","year":"2010","unstructured":"Gallaugher, J., Ransbotham, S.: Social media and customer dialog management at starbucks. MIS Q. Exec. 9, 197\u2013212 (2010)","journal-title":"MIS Q. Exec."},{"key":"15_CR36","unstructured":"March, J.: Five Ways To Socialize Your Customer Service Team. \n                      http:\/\/www.conversocial.com\/blog\/entry\/five-ways-to-socialize-your-customer-service-team\n                      \n                    , \n                      http:\/\/www.conversocial.com\/blog\/entry\/five-ways-to-socialize-your-customer-service-team"},{"key":"15_CR37","doi-asserted-by":"publisher","first-page":"73","DOI":"10.2753\/JEC1086-4415180203","volume":"18","author":"CC Yang","year":"2013","unstructured":"Yang, C.C., Tang, X., Dai, Q., Yang, H., Jiang, L.: Identifying implicit and explicit relationships through user activities in social media. Int. J. Electron. Commer. 18, 73\u201396 (2013)","journal-title":"Int. J. Electron. Commer."},{"key":"15_CR38","first-page":"11","volume":"17","author":"A Brinsmead","year":"2013","unstructured":"Brinsmead, A.: Create a successful social customer service strategy. CRM Mag. 17, 11 (2013)","journal-title":"CRM Mag."},{"key":"15_CR39","doi-asserted-by":"publisher","first-page":"270","DOI":"10.1016\/j.intmar.2013.09.008","volume":"27","author":"EC Malthouse","year":"2013","unstructured":"Malthouse, E.C., Haenlein, M., Skiera, B., Wege, E., Zhang, M.: Managing customer relationships in the social media era: introducing the social CRM house. J. Interact. Mark. 27, 270\u2013280 (2013)","journal-title":"J. Interact. Mark."},{"key":"15_CR40","doi-asserted-by":"publisher","first-page":"253","DOI":"10.1108\/00251741211203551","volume":"50","author":"CM Sashi","year":"2012","unstructured":"Sashi, C.M.: Customer engagement, buyer-seller relationships, and social media. Manag. Decis. 50, 253\u2013272 (2012)","journal-title":"Manag. Decis."},{"key":"15_CR41","series-title":"Communications in Computer and Information Science","doi-asserted-by":"publisher","first-page":"71","DOI":"10.1007\/978-3-642-33681-2_7","volume-title":"Practical Aspects of Design Science","author":"C Sonnenberg","year":"2012","unstructured":"Sonnenberg, C., vom Brocke, J.: Evaluation Patterns for Design Science Research Artefacts. In: Helfert, M., Donnellan, B. (eds.) EDSS 2011. CCIS, vol. 286, pp. 71\u201383. Springer, Heidelberg (2012)"},{"key":"15_CR42","series-title":"Lecture Notes in Computer Science","doi-asserted-by":"crossref","first-page":"381","DOI":"10.1007\/978-3-642-29863-9_28","volume-title":"Design Science Research in Information Systems","author":"C Sonnenberg","year":"2012","unstructured":"Sonnenberg, C., vom Brocke, J.: Evaluations in the science of the artificial \u2013 reconsidering the build-evaluate pattern in design science research. In: Peffers, K., Rothenberger, M., Kuechler, B. (eds.) DESRIST 2012. LNCS, vol. 7286, pp. 381\u2013397. Springer, Heidelberg (2012)"},{"key":"15_CR43","doi-asserted-by":"publisher","first-page":"871","DOI":"10.1016\/j.dss.2012.12.023","volume":"55","author":"AS Abrahams","year":"2013","unstructured":"Abrahams, A.S., Jiao, J., Fan, W., Wang, G., Zhang, A.: What\u2019s buzzing in the blizzard of buzz? Automotive component isolation in social media postings. Decis. Support Syst. 55, 871\u2013882 (2013)","journal-title":"Decis. Support Syst."},{"key":"15_CR44","doi-asserted-by":"publisher","DOI":"10.4018\/978-1-60566-792-8","volume-title":"Handbook of Research on Digital Media and Advertising. User Generated Content Consumption. Information Science Reference","author":"MS Eastin","year":"2011","unstructured":"Eastin, M.S., Daugherty, T., Burns, N.M.: Handbook of Research on Digital Media and Advertising. User Generated Content Consumption. Information Science Reference. IGI Global, Hershey (2011)"},{"key":"15_CR45","volume-title":"InterViews. Learning the Craft of Qualitative Research Interviewing","author":"S Kvale","year":"2015","unstructured":"Kvale, S., Brinkmann, S.: InterViews. Learning the Craft of Qualitative Research Interviewing. Sage, Thousand Oaks (2015)"},{"key":"15_CR46","doi-asserted-by":"publisher","first-page":"619","DOI":"10.1016\/S0306-4379(02)00043-1","volume":"28","author":"DL Moody","year":"2003","unstructured":"Moody, D.L., Shanks, G.G.: Improving the quality of data models: empirical validation of a quality management framework. Inf. Syst. 28, 619\u2013650 (2003)","journal-title":"Inf. Syst."},{"key":"15_CR47","unstructured":"Abraham, R., Aier, S., Winter, R.: Fail early, fail often: towards coherent feedback loops in design science research evaluation. In: Proceedings of the 35th International Conference on Information Systems. Auckland, New Zealand (2014)"},{"key":"15_CR48","volume-title":"Qualitative Data Analysis","author":"MB Miles","year":"1994","unstructured":"Miles, M.B., Huberman, A.M.: Qualitative Data Analysis. Sage, Thousand Oaks (1994)"},{"key":"15_CR49","doi-asserted-by":"crossref","first-page":"532","DOI":"10.5465\/amr.1989.4308385","volume":"14","author":"KM Eisenhardt","year":"1989","unstructured":"Eisenhardt, K.M.: Building theories from case study research. Acad. Manag. Rev. 14, 532\u2013550 (1989)","journal-title":"Acad. Manag. Rev."},{"key":"15_CR50","volume-title":"Case Study Research. Design and Methods","author":"RK Yin","year":"2003","unstructured":"Yin, R.K.: Case Study Research. Design and Methods. Sage, Beverly Hills (2003)"},{"key":"15_CR51","volume-title":"Qualitative Data Analysis. A Methods Sourcebook","author":"MB Miles","year":"2013","unstructured":"Miles, M.B., Huberman, A.M., Salda\u00f1a, J.: Qualitative Data Analysis. A Methods Sourcebook. Sage, Thousand Oaks (2013)"},{"key":"15_CR52","doi-asserted-by":"publisher","first-page":"25","DOI":"10.5465\/AMJ.2007.24160888","volume":"50","author":"KM Eisenhardt","year":"2007","unstructured":"Eisenhardt, K.M., Graebner, M.E.: Theory building from cases: opportunities and challenges. Acad. Manag. J. 50, 25\u201332 (2007)","journal-title":"Acad. Manag. J."},{"key":"15_CR53","volume-title":"Designing and Conducting Mixed Methods Research","author":"JW Creswell","year":"2007","unstructured":"Creswell, J.W., Plano Clark, V.L.: Designing and Conducting Mixed Methods Research. Sage, Thousand Oaks (2007)"},{"key":"15_CR54","volume-title":"Research Methods in Business Studies. A Practical Guide","author":"PN Ghauri","year":"2005","unstructured":"Ghauri, P.N., Gr\u00f8nhaug, K.: Research Methods in Business Studies. A Practical Guide. Financial Times Prentice Hall, Harlow (2005)"},{"key":"15_CR55","doi-asserted-by":"publisher","first-page":"3","DOI":"10.1007\/BF00988593","volume":"13","author":"J Corbin","year":"1990","unstructured":"Corbin, J., Strauss, A.: Grounded theory research: procedures, canons, and evaluative criteria. Qual. Sociol. 13, 3\u201321 (1990)","journal-title":"Qual. Sociol."},{"key":"15_CR56","volume-title":"Managing Quality in Qualitative Research","author":"U Flick","year":"2008","unstructured":"Flick, U.: Managing Quality in Qualitative Research. Sage, London (2008)"},{"key":"15_CR57","volume-title":"The Practice of Qualitative Research","author":"SN Hesse-Biber","year":"2006","unstructured":"Hesse-Biber, S.N., Leavy, P.: The Practice of Qualitative Research. Sage, Thousand Oaks (2006)"},{"key":"15_CR58","unstructured":"Wrona, T.: The case study analysis as a scientific research method. ESCP-EAP European School of Management, Berlin, Germany (2005)"},{"key":"15_CR59","unstructured":"Kuepper, T., Jung, R., Lehmkuhl, T., Walter, S., Wieneke, A.: Performance measures for social CRM: a literature review. In: Proceedings of the 27th Bled eConference, Bled, Slovenia (2014)"},{"key":"15_CR60","doi-asserted-by":"publisher","first-page":"1201","DOI":"10.1016\/j.jbusres.2013.05.002","volume":"67","author":"KJ Trainor","year":"2014","unstructured":"Trainor, K.J., Andzulis, J., Rapp, A., Agnihotri, R.: Social media technology usage and customer relationship performance: a capabilities-based examination of social CRM. J. Bus. Res. 67, 1201\u20131208 (2014)","journal-title":"J. Bus. Res."},{"key":"15_CR61","unstructured":"Kuepper, T., Wieneke, A., Lehmkuhl, T., Jung, R.: Evaluating social CRM performance: an organizational perspective. In: Proceedings of the 19th Pacific Asia Conference on Information Systems, Singapore (2015)"},{"key":"15_CR62","volume-title":"Customer Relationship Management: Emerging Concepts, Tools, and Applications","author":"JN Sheth","year":"2001","unstructured":"Sheth, J.N., Parvatiyar, A., Shainesh, G.: Customer Relationship Management: Emerging Concepts, Tools, and Applications. Tata McGraw-Hill Pub Co., New Delhi (2001)"},{"issue":"9","key":"15_CR63","first-page":"26","volume":"40","author":"LL Berry","year":"2007","unstructured":"Berry, L.L., Carbone, L.P.: Build loyalty through experience management. Qual. Prog. 40(9), 26\u201332 (2007)","journal-title":"Qual. Prog."},{"key":"15_CR64","doi-asserted-by":"publisher","first-page":"182","DOI":"10.1287\/serv.3.2.182","volume":"3","author":"DX Ding","year":"2011","unstructured":"Ding, D.X.: Clues, flow channels, and cognitive states: an exploratory study of customer experiences with e-brokerage services. Serv. Sci. 3, 182\u2013193 (2011)","journal-title":"Serv. Sci."},{"key":"15_CR65","doi-asserted-by":"publisher","first-page":"155","DOI":"10.1509\/jmkg.2005.69.4.155","volume":"69","author":"W Boulding","year":"2005","unstructured":"Boulding, W., Staelin, R., Ehret, M., Johnston, W.J.: A customer relationship management roadmap: what is known, potential pitfalls, and where to go. J. Mark. 69, 155\u2013166 (2005)","journal-title":"J. Mark."},{"key":"15_CR66","volume-title":"Marketing Management","author":"P Kotler","year":"2011","unstructured":"Kotler, P., Keller, K.: Marketing Management. Prentice Hall, Upper Saddle River (2011)"},{"key":"15_CR67","doi-asserted-by":"publisher","first-page":"458","DOI":"10.1108\/08876041211257936","volume":"26","author":"M Haenlein","year":"2012","unstructured":"Haenlein, M., Kaplan, A.M.: The impact of unprofitable customer abandonment on current customers\u2019 exit, voice, and loyalty intentions: an empirical analysis. J. Serv. Mark. 26, 458\u2013470 (2012)","journal-title":"J. Serv. Mark."},{"key":"15_CR68","doi-asserted-by":"publisher","first-page":"278","DOI":"10.1177\/1094670514524625","volume":"17","author":"FV Ordenes","year":"2014","unstructured":"Ordenes, F.V., Theodoulidis, B., Burton, J., Gruber, T., Zaki, M.: Analyzing customer experience feedback using text mining: a linguistics-based approach. J. Serv. Res. 17, 278\u2013295 (2014)","journal-title":"J. Serv. Res."},{"key":"15_CR69","unstructured":"March, J.: 5 Reasons Why Your Business Needs Social Customer Service. \n                      http:\/\/www.ddw.us.com\/5-reasons-why-your-business-needs-social-customer-service\n                      \n                    , \n                      http:\/\/www.ddw.us.com\/5-reasons-why-your-business-needs-social-customer-service"}],"container-title":["Lecture Notes in Computer Science","Social Media: The Good, the Bad, and the Ugly"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-319-45234-0_15","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2020,8,22]],"date-time":"2020-08-22T00:07:50Z","timestamp":1598054870000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-319-45234-0_15"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2016]]},"ISBN":["9783319452333","9783319452340"],"references-count":69,"URL":"https:\/\/doi.org\/10.1007\/978-3-319-45234-0_15","relation":{},"ISSN":["0302-9743","1611-3349"],"issn-type":[{"type":"print","value":"0302-9743"},{"type":"electronic","value":"1611-3349"}],"subject":[],"published":{"date-parts":[[2016]]},"assertion":[{"value":"23 August 2016","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}},{"value":"I3E","order":1,"name":"conference_acronym","label":"Conference Acronym","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Conference on e-Business, e-Services and e-Society","order":2,"name":"conference_name","label":"Conference Name","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Swansea","order":3,"name":"conference_city","label":"Conference City","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"United Kingdom","order":4,"name":"conference_country","label":"Conference Country","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"2016","order":5,"name":"conference_year","label":"Conference Year","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"13 September 2016","order":7,"name":"conference_start_date","label":"Conference Start Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"15 September 2016","order":8,"name":"conference_end_date","label":"Conference End Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"15","order":9,"name":"conference_number","label":"Conference Number","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"i3e2016","order":10,"name":"conference_id","label":"Conference ID","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"This content has been made available to all.","name":"free","label":"Free to read"}]}}