How Finnair Socialized Customers for Service Co-Creation with Social Media

被引：0

作者：

Jarvenpaa, Sirkka L. ^{[1
,2
]}

Tuunainen, Virpi Kristiina ^{[3
]}

机构：

[1] Univ Texas Austin, McCombs Sch Business, Austin, TX 78712 USA

[2] Univ Texas Austin, Ctr Business Technol & Law, Austin, TX 78712 USA

[3] Aalto Univ, Sch Business, Dept Informat & Serv Econ, Helsinki, Finland

来源：

MIS QUARTERLY EXECUTIVE | 2013年 / 12卷 / 03期

关键词：

INNOVATION; ONLINE;

D O I：

暂无

中图分类号：

G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];

学科分类号：

1205 ; 120501 ;

摘要：

Firms are increasingly using social media to establish online communities where customers and other community members co-create new solutions. We describe how Finland's national airline, Finnair, succeeded in co-creating service ideas by using a variety of social media technologies and "socialization tactics" to help ensure that community members identified with the company's image and engaged in dialogs that were aligned with both company and customer needs.(1,2)

引用

页码：125 / 136

页数：12

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