Social Media and Interactive Communications : A service sector reflective on the challenges for practice and theory (Paperback)

Introduction: Enabling interactive communications through social media: Research from services contexts  1. Social media’s contribution to customer satisfaction with services  2. Extending customer relationship management into a social context  3. The value of social presence in mobile communications  4. Customer e-complaining behaviours using social media  5. Marketing technology for adoption by small business  6. Exploring interactive communication using social media