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EnglishDespite the acknowledged importance of social media for customer engagement, our understanding of this phenomenon is limited and new theories can help shed further light on the unique features of social media in the tourism context. Our work contributes to the literature by adopting an affordance perspective that leads us to identify three distinctive social media affordances for customer engagement in tourism: persistent engagement, customized engagement, and triggered engagement. Our work also extends prior research on customer engagement by examining the process of recognition (proprioception, exteroception and coperception) through which organizations engage customers in social media.
| Autori: | Cabiddu, Francesca; De Carlo, Manuela; Piccoli, Gabriele |
| Data di pubblicazione: | 2014 |
| Titolo: | Social media affordances: enabling customer engagement |
| Rivista: | |
| Editore: | Elsevier Science Limited |
| Numero di pagine: | 17 |
| Revisione (peer review): | esperti anonimi |
| IF: | con ISI Impact Factor |
| Rilevanza: | internazionale |
| Lingua: | English |
| Digital Object Identifier (DOI): | http://dx.doi.org/10.1016/j.annals.2014.06.003 0160-7383/Ó 2014 Elsevier Ltd. All rights reserved. |
| Settore Scientifico Disciplinare: | Settore SECS-P/07 - Economia Aziendale |
| Keywords: | Social media Affordance Multiple-case Customer engagement Recognition |
| Abstract: | Despite the acknowledged importance of social media for customer engagement, our understanding of this phenomenon is limited and new theories can help shed further light on the unique features of social media in the tourism context. Our work contributes to the literature by adopting an affordance perspective that leads us to identify three distinctive social media affordances for customer engagement in tourism: persistent engagement, customized engagement, and triggered engagement. Our work also extends prior research on customer engagement by examining the process of recognition (proprioception, exteroception and coperception) through which organizations engage customers in social media. |
| Numero degli autori: | 3 |
| Supporto: | A stampa |
| Data di accettazione: | 2014 |
| Appare nelle tipologie: | 1.01 Articolo in rivista |
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