Presentation: The potential of social media in customer relationship management

These are the slides of the presentation that I am delivering at the London School of Economics, on April 30th, as part of the Information Systems PhD Seminar Series and Workshops.

<div style=”margin-bottom:5px”> <strong> <a href=”; title=”Canhoto 2013 at lse handout” target=”_blank”>Canhoto 2013 at lse handout</a> </strong> from <strong><a href=”; target=”_blank”>Ana Canhoto</a></strong> </div>

The presentation focuses on the paper entitled ‘Customer service 140 characters at a time: The users’ perspective‘. It is co-authored with Moira Clark and was published on the Journal of Marketing Management.

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