Zusammenfassung
Aufgrund des Wandels des Internet von der Informations- zur Interaktionsplattform (Web 2.0) verfügen Dienstleister mittlerweile über eine Vielzahl von Möglichkeiten, um ihre Kunden – über die originäre Dienstleistung hinaus – in den gemeinsamen Wertschöpfungsprozess zu integrieren. Eines dieser Instrumente der Kundenintegration ist die so genannte Social Networking-Plattform (SN-Plattform).
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Drengner, J., Jahn, S., Furchheim, P. (2013). Customer Engagement-Praktiken auf Social Networking-Plattformen und deren Bedeutung für die Kundenintegration. In: Bruhn, M., Hadwich, K. (eds) Dienstleistungsmanagement und Social Media. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-01248-9_10
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