Proceedings of the 2018 2nd International Conference on Education Science and Economic Management (ICESEM 2018)

Research on the Relationship between Customer Knowledge, Customer Participation Innovation and Customer Experience in Social Media Environment

Authors
Ying Zhu
Corresponding Author
Ying Zhu
Available Online August 2018.
DOI
10.2991/icesem-18.2018.284How to use a DOI?
Keywords
Customer knowledge; Customer participation in innovation; Customer experience
Abstract

In order to enhance customer experience and manage customer knowledge in social media environment, this paper establishes the mechanism of customer experience impact. After reviewing the literature related to customer experience, we found that customer knowledge and customer engagement innovation are important factors influencing the customer experience, and creatively took into account the influencing factors of the social media environment. We concluded that customer knowledge and virtual customer environment can influence users to participate in innovation, and customer knowledge can influence customer experience through customer participation in innovation. This article can provide new ideas for how to manage customer knowledge and enhance user experience, which can increase user stickiness and improve business performance.

Copyright
© 2018, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 2018 2nd International Conference on Education Science and Economic Management (ICESEM 2018)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
August 2018
ISBN
10.2991/icesem-18.2018.284
ISSN
2352-5398
DOI
10.2991/icesem-18.2018.284How to use a DOI?
Copyright
© 2018, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Ying Zhu
PY  - 2018/08
DA  - 2018/08
TI  - Research on the Relationship between Customer Knowledge, Customer Participation Innovation and Customer Experience in Social Media Environment
BT  - Proceedings of the 2018 2nd International Conference on Education Science and Economic Management (ICESEM 2018)
PB  - Atlantis Press
SP  - 1215
EP  - 1218
SN  - 2352-5398
UR  - https://doi.org/10.2991/icesem-18.2018.284
DO  - 10.2991/icesem-18.2018.284
ID  - Zhu2018/08
ER  -