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Process-related value propositions of enterprise social media use for the external communication with end consumers

Johannsen, Florian


Purpose - The purpose of this paper is to identify process-related value propositions in terms of process execution when using enterprise social media (ESM) for external communication purposes. Additionally, capabilities of ESM technologies to realize the value propositions are identified. Design/methodology/approach - A literature review of case studies, describing ESM usage for external ...


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