@inproceedings{baur:hal-01702194,
  TITLE = {{Customer Service Experience Through Technology-Enabled Social CRM -- An Exploratory Analysis in the Automotive Industry}},
  AUTHOR = {Baur, Aaron W. and Henne, Johannes S. and Bick, Markus},
  URL = {https://inria.hal.science/hal-01702194},
  NOTE = {Part 2: Digital Marketing and Customer Relationship Management},
  BOOKTITLE = {{15th Conference on e-Business, e-Services and e-Society (I3E)}},
  ADDRESS = {Swansea, United Kingdom},
  EDITOR = {Yogesh K. Dwivedi and Matti M{\"a}ntym{\"a}ki and M.N. Ravishankar and Marijn Janssen and Marc Clement and Emma L. Slade and Nripendra P. Rana and Salah Al-Sharhan and Antonis C. Simintiras},
  PUBLISHER = {{Springer International Publishing}},
  SERIES = {Social Media: The Good, the Bad, and the Ugly},
  VOLUME = {LNCS-9844},
  PAGES = {157-172},
  YEAR = {2016},
  MONTH = Sep,
  DOI = {10.1007/978-3-319-45234-0\_15},
  KEYWORDS = {Customer relationship management ; CRM ; Customer service experience ; Social CRM ; Value cocreation ; Social media ; Service economy},
  PDF = {https://inria.hal.science/hal-01702194/file/396007_1_En_15_Chapter.pdf},
  HAL_ID = {hal-01702194},
  HAL_VERSION = {v1},
}