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Expanding the Boundaries of Service Design Research: Social Media Service Encounters

DALZIEL, Nurdilek (2014) Expanding the Boundaries of Service Design Research: Social Media Service Encounters. In: 2nd International Colloquium on Design, Branding and Marketing (ICDBM2014), 9-10 December 2014, , Nottingham Business School, Nottingham Trent University.

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Abstract or description

Service encounter research is primarily dominated by traditional service interactions in the form of face-to-face and remote interactions between service providers and their customers. With the proliferation of Web 2.0 technology applications and social media platforms, many businesses extended their service provision to include social media. Surprisingly, there is very limited academic research investigating social media service encounters (SMSE). The purpose of this research is, hence, to address this gap by offering insight into SMSE and to highlight what issues service providers should consider when they design/redesign their service offerings to include social media platforms.

This research offers valuable insight into service design literature by expanding service interactions to include social media platforms. Given the transparency of social media communications, this is one of the early studies that examine how social media service encounters are designed and how customers’ experiences are reshaped in this new servicescape.

Item Type: Conference or Workshop Item (Other)
Uncontrolled Keywords: service design, social media, service encounters, services marketing, financial services, qualitative research
Subjects: N100 Business studies
N200 Management studies
N500 Marketing
Faculty: Previous Faculty of Business, Education and Law > Business
Depositing User: Nurdilek DALZIEL
Date Deposited: 21 Mar 2016 18:11
Last Modified: 16 Dec 2016 11:11

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