Customer satisfaction in Web 2.0 and information technology development


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… (More)
DOI: 10.1108/ITP-12-2012-0157


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