The Impact of Social Engagement on Customer Profitability - Insights from a Direct Banking Institution’s Online Customer Network - University of Regensburg Publication Server

URN to cite this document:: urn:nbn:de:bvb:355-epub-360128
DOI to cite this document:: 10.5283/epub.36012

Felgenhauer, Annette ; Klier, Julia ; Klier, Mathias ; Lindner, Georg

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Date of publication of this fulltext: 25 Jul 2017 07:36

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Item type:	Conference or workshop item (Paper)
ISBN:	978-989-207655
Title of Book:	Proceedings of the 25th European Conference on Information Systems (ECIS), Guimarães, Portugal, June 5-10, 2017
Page Range:	pp. 2101-2118
Date:	2017
Additional Information (public):	Proceedings of the 25th European Conference on Information Systems (ECIS), Guimarães, Portugal, June 12-15, 2017 (pp. 2101-2118). ISBN 978-989-207655 Research Papers
Institutions:	Business, Economics and Information Systems > Institut für Wirtschaftsinformatik Business, Economics and Information Systems > Institut für Wirtschaftsinformatik > Lehrstuhl für Wirtschaftsinformatik II (Prof. Dr. Bernd Heinrich) Informatics and Data Science > Lehrstuhl für Wirtschaftsinformatik II (Prof. Dr. Bernd Heinrich)
Keywords:	Online Customer Network, Social Engagement, Customer Profitability, Direct Banking Institution
Dewey Decimal Classification:	300 Social sciences > 330 Economics
Status:	Published
Refereed:	Yes, this version has been refereed
Created at the University of Regensburg:	Yes
Item ID:	36012

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Abstract

The digital transformation leads to an enormous change in the customer-firm relationship. Recently launched firm-sponsored online customer networks enable customers to actively interact with the company and other customers in form of social engagement activities like asking and answering questions or receiving feedback. Despite the increasing importance of online customer networks, existing ...

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