Research on the Relationship between Customer Knowledge, Customer Participation Innovation and Customer Experience in Social Media Environment
- 10.2991/icesem-18.2018.284How to use a DOI?
- Customer knowledge; Customer participation in innovation; Customer experience
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.
- © 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 -