Customer knowledge management via social media : the case of Starbucks

• Main Authors: Chua, Alton Yeow Kuan, Banerjee, Snehasish
• Other Authors: Wee Kim Wee School of Communication and Information
• Format: Article
• Language: English
• Published: 2013
• Subjects: Communication and Information
• Online Access: https://hdl.handle.net/10356/100227; http://hdl.handle.net/10220/17786
• Institution: Nanyang Technological University

Purpose – The purpose of this paper is to analyze the extent to which the use of social media can support customer knowledge management (CKM) in organizations relying on a traditional bricks-and-mortar business model. Design/methodology/approach – The paper uses a combination of qualitative case...