Being Active in Online Communications: Firm Responsiveness and Customer Engagement Behaviour

Social Engagement and Customer Profitability in Online Customer Networks

The rapid growth of the Internet has led to a revolution in the relationship between customers and companies. After the first experiences on social media platforms, companies started hosting their own online customer networks where formerly passive consuming customers are able to connect, share, and cooperate with each other and the company. This social engagement of customers is generally cons...

Transforming Communications: From Information Overload to Customer Engagement

Social Dollars: The Economic Impact of Customer Participation in a Firm-Sponsored Online Customer Community

Many firms operate customer communities online. This is motivated by the belief that customers who join the community become more engaged with the firm and/or its products, and as a result, increase their economic activity with the firm. We describe this potential economic benefit as “social dollars.” This paper contributes evidence for the existence and source of social dollars using data from...

Customer sentiment and firm performance

Approved: ____________________________________ Thesis Supervisor ____________________________________ Title and Department ____________________________________ Date ____________________________________ Thesis Supervisor ____________________________________ Title and Department ____________________________________ Date

Mining customer knowledge for exploring online group buying behaviour

Online group buying is an effective marketing method. By using online group buying, customers get unbelievable discounts on premium products and services. This not only meets customer demand, but also helps sellers to find new ways to sell products sales and open up new business models, all parties benefit in these transactions. During these bleak economic times, group buying has become extreme...