Examining factors affecting mobile social media customer-to-customer interactions in real-time service encounters

Title: Examining factors affecting mobile social media customer-to-customer interactions in real-time service encounters
Creator: Lucas, Ben; Carlson, Jamie
Relation: Looking Forward, Looking Back: Drawing on the Past to Shape the Future of Marketing p. 457-465
Relation: Developments in Marketing Science: Proceedings of the 2013 World Marketing Congress
Publisher Link: http://dx.doi.org/10.1007/978-3-319-24184-5_116
Publisher: Springer
Resource Type: book chapter
Date: 2015
Description: Mobile social location based services have emerged in the marketplace as a potentially valuable mechanism for consumers in real-time service encounters to share their location, and comments about service experiences that they experience to others. Despite this growing trend, a lack of understanding exists regarding what factors drive the adoption of this form of mobile social media technology in offline service environments. This study empirically tests a theoretical model of factors influencing mobile social location based services at the time of service consumption. Implications for theory and practice of this emerging consumer behavior are discussed, with guidance for future research presented.
Subject: social media; customer service; customer-to-customer interactions; mobile social interaction
Identifier: http://hdl.handle.net/1959.13/1338250
Identifier: uon:27991
Identifier: ISBN:9783319241845
Language: eng

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