Customer knowledge management via social media : the case of Starbucks

• المؤلفون الرئيسيون: Chua, Alton Yeow Kuan, Banerjee, Snehasish
• مؤلفون آخرون: Wee Kim Wee School of Communication and Information
• التنسيق: مقال
• اللغة: English
• منشور في: 2013
• الموضوعات: Communication and Information
• الوصول للمادة أونلاين: https://hdl.handle.net/10356/100227; http://hdl.handle.net/10220/17786

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...