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Alexander Rossmann
Former Member
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Item type:Publication, Social Media: Eine neue Logik für das Marketing?Type:journal articleJournal:Marketing Review St. GallenVolume:28Issue:2 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Turning Complainers into Fans : Towards a Framework for Customer Services in Social Media ChannelsIn recent years, marketing scholars have invested heavily in exploring the role of social media in marketing theory and practice. One valuable strategy for using social media in marketing communication is to provide customer services in applications like Facebook or Twitter. This paper evaluates a) the concept of service quality in social media channels and b) the impact customer service strategies have on customer loyalty, word of mouth communication, and cross-sell preferences. The framework presented here is tested cross-channel against data collected from the customer service department of a large telecommunication provider. The results elucidate the effectiveness of customer service strategies in different channels.Type:conference paper - Some of the metrics are blocked by yourconsent settings
Item type:Publication, - Some of the metrics are blocked by yourconsent settings
Item type:Publication, - Some of the metrics are blocked by yourconsent settings
Item type:Publication, - Some of the metrics are blocked by yourconsent settings
Item type:Publication, - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Trust in Interfirm Relationships : Expanding Insights into Relational Capabilities and Customer PreferencesType:conference paperJournal:AMA Educators ProceedingsVolume:Volume 21 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, - Some of the metrics are blocked by yourconsent settings
Item type:Publication, - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Bei Social Media ist in Unternehmen Zusammenarbeit gefragtType:newspaper articleJournal:HORIZONT Fachmedium für Marketing, Werbung und MedienIssue:15