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Dienstleistungsmanagement und Social Media
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Social Media-Plattformen haben sich in den letzten Jahren erfolgreich etabliert und immer mehr Menschen miteinander vernetzt. Auch zahlreiche Unternehmen haben begonnen, das wirtschaftliche Potenzial dieser Medienform strker zu nutzen. Unternehmen und Kunden ziehen Vorteile aus dem interaktiven Austausch von Meinungen und Erfahrungen untereinander. Dies verndert das Management von Kundenbeziehungen insbesondere bei Dienstleistungen. In Dienstleistungsmanagement und Social Media beschftigen sich renommierte Autoren in 26 Beitrgen umfassend und facettenreich mit den Erscheinungsformen von Social Media und der Frage, wie diese fr das Management von Dienstleistungen eingesetzt werden knnen.
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