Abstract
Service development in companies can have a new form when using social media as a communication interface. This communication can occur between company and its customers, but also the company’s internal communication using social media services can prove beneficial. In this paper, we review and analyze the use of social media as a means for company communication in general and specifically in the case of customer involvement in service development. As a result, we present guidelines for of using social media tools in companies for improving the customer centric service development process.
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Annanperä, E., Markkula, J. (2010). Social Media as Means for Company Communication and Service Design. In: Zavoral, F., Yaghob, J., Pichappan, P., El-Qawasmeh, E. (eds) Networked Digital Technologies. NDT 2010. Communications in Computer and Information Science, vol 87. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-14292-5_42
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DOI: https://doi.org/10.1007/978-3-642-14292-5_42
Publisher Name: Springer, Berlin, Heidelberg
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