Customer Services on Facebook: An Investigation into the UK Banking Sector

Simple item page
dc.cclicenceCC-BY-NCen
dc.contributor.authorDalziel, Nurdileken
dc.date.acceptance01-05-2015en
dc.date.accessioned2018-10-17T08:19:40Z
dc.date.available2018-10-17T08:19:40Z
dc.date.issued2015-05-21
dc.descriptionThe file attached to this record is the author's final peer reviewed version.en
dc.description.abstractThis research aims to present insights into customer services on social media. There is rich literature on traditional customer services, which approach customer services different perspectives including (a) interactions with service providers (as human and remote interactions), (b) service environment and (c) interactions with other customers (for example through word-of-mouth communication). With the emergence of social media platforms, many businesses extended their service provision to include social media. According to industry sources, 80% of companies were planning to use social media for customer service by the end of 2012. Social media customer service is likely to reshape the provision of services between firms and their customers. However, there is very limited empirical research on the effectiveness of social media platforms as a customer services channel. Therefore, the purpose of this article is to address this gap by focusing on the UK banking sector and analysing their use of Facebook to provide customer services.en
dc.funderN/Aen
dc.identifier.citationDalziel, N. (2015) Customer Services on Facebook: An Investigation into the UK Banking Sector. In: Proceedings of 1st International New Media Conference. , Istanbul Gelisim University, Istanbul, 21 May 2015, pp.105-118en
dc.identifier.urihttp://hdl.handle.net/2086/16737
dc.language.isoenen
dc.projectidN/Aen
dc.publisherIstanbul Gelisim Universityen
dc.subjectFacebooken
dc.subjectcustomer servicesen
dc.subjectfinancial servicesen
dc.subjecttextual data analysis by NVivoen
dc.subjectUK banksen
dc.titleCustomer Services on Facebook: An Investigation into the UK Banking Sectoren
dc.typeConferenceen

Files

Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
UYMK_IGU_May_2015_Nurdilek_Dalziel.pdf
Size:
210.6 KB
Format:
Adobe Portable Document Format
Download
License bundle
Now showing 1 - 1 of 1
No Thumbnail Available
Name:
license.txt
Size:
4.2 KB
Format:
Item-specific license agreed upon to submission
Description:
Download

Collections

School of Leadership, Management and Marketing