Customer knowldge management via social media: Case( starbucks)
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Transcript of Customer knowldge management via social media: Case( starbucks)
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92131565
TweeterFacebookFoursquareMyStarbucksIdea
(Customer Knowledge Management : CKM)
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: ( )
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2.0
micro blogging services (MBS) social networking services (SNS) location-aware mobile services (LMS) corporate discussion forum services (CDS)
. 1971 . 19000 59 . 60 .
2008 2008
MyStarbucksIdea 2008 2008 Forrester Groundswell Awards
Netnography.
. Starbucks, coffee chain cappuccino. . .
TextStat
Tweeter MBS - 2 .
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FacebookSNS- 31 like .
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Foursquare LMS- 800000 .
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tip. .
MyStarbucksIdea CDS - 2008 41000
CKM. . . . . . . .
Chua, Alton YK, and Snehasish Banerjee. "Customer knowledge management via social media: the case of Starbucks."Journal of Knowledge Management17.2 (2013): 237-249.