IM to Support the Sales Process
نویسنده
چکیده
This paper describes a study about Instant Messaging (IM) to support the business-consumer relationship. The central question in the research is: ‘In what ways can Instant Messaging add value to the business-customer relationship?’ This is studied by means of a literature review and a small case study. Eight consumers are questioned about their beliefs, attitudes and intentions about IM in this kind of communication. The most important findings were that IM is suitable for this kind of communication because of its nearsynchronousness, low threshold, and multitasking possibilities.
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تاریخ انتشار 2004