Expanding the Boundaries of Service Design Research: Social Media Service Encounters
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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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Revised_Abstract_Nurdilek_Dalziel.pdf - AUTHOR'S ACCEPTED Version (default) Available under License Creative Commons Attribution 4.0 International (CC BY 4.0) . Download (143kB) | Preview |
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) |
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| Uncontrolled Keywords: | service design, social media, service encounters, services marketing, financial services, qualitative research |
| Faculty: | Previous Faculty of Business, Education and Law > Business |
| Event Title: | 2nd International Colloquium on Design, Branding and Marketing (ICDBM2014) |
| Event Location: | , Nottingham Business School, Nottingham Trent University |
| Event Dates: | 9-10 December 2014 |
| Depositing User: | Nurdilek DALZIEL |
| Date Deposited: | 21 Mar 2016 18:11 |
| Last Modified: | 24 Feb 2023 13:42 |
| URI: | https://eprints.staffs.ac.uk/id/eprint/2287 |
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