IDEAS home Printed from https://ideas.repec.org/a/cub/journm/v12y2017i2p2-11.html
   My bibliography  Save this article

Study: The use of social media for service delivery: How do end-users use customer service 2.0?

Author

Listed:
  • Marcus Diedrich

    (Diedrichs Creativ-Bad, Hallenberg, Germany)

Abstract

The study is based on the question how the customer uses the service of companies in times of Web 2.0. The online survey was based on a standardized questionnaire. The target group were end users, who connect daily with goods and services from various suppliers and consciously or unconsciously use the service of companies every day. It was not possible to complete the questionnaire repeatedly, thus preventing a distortion of the results. A limitation is made via the IP address of the interviewee. With regard to answering the research question, the terms Web 2.0 and Customer Service 2.0 are defined first. It also addresses the challenges of Web 2.0 and customer expectations. Digitization captures every aspect of life, whether it is private or professional. The role of customers is increasingly influenced by digital change. With Web 2.0 technologies and social media, customer service has changed massively. Customers expect competent responses, quick reactions and a perfect digital service from companies. Therefore, they must consider not only the communication with the customer, but also their customer service.

Suggested Citation

  • Marcus Diedrich, 2017. "Study: The use of social media for service delivery: How do end-users use customer service 2.0?," Marketing Science & Inspirations, Comenius University in Bratislava, Faculty of Management, vol. 12(2), pages 2-11.
    • Handle: RePEc:cub:journm:v:12:y:2017:i:2:p:2-11
    as

    Download full text from publisher

    File URL: https://msijournal.com/social-media-marketing-customer-service/
    Download Restriction: no
    ---><---

    More about this item

    Keywords

    social media marketing; customer service; web 2.0; service;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:cub:journm:v:12:y:2017:i:2:p:2-11. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Frantisek Olsavsky (email available below). General contact details of provider: https://edirc.repec.org/data/fmkomsk.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.