Customer satisfaction in Web 2.0 and information technology development

@article{Gajendra2013CustomerSI,
  title={Customer satisfaction in Web 2.0 and information technology development},
  author={Sharma Gajendra and Baoku Li},
  journal={Inf. Technol. People},
  year={2013},
  volume={26},
  pages={347-367}
}
Purpose – The purpose of this paper is to investigate how the individual and organizations best use Web 2.0 social networking technologies to improve its relationships with customers. Design/methodology/approach – The theoretical background used in the paper was the familiarity-liking theory and prospect theory to understand the extent of user satisfaction with the services. Online survey from Second Life users was conducted to investigate customer satisfaction in Web 2.0 social networks and… 

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