The Impact of New Media on Customer Relationships

@article{HennigThurau2010TheIO,
  title={The Impact of New Media on Customer Relationships},
  author={T. Hennig-Thurau and E. Malthouse and Christian Friege and S. Gensler and Lara Lobschat and A. Rangaswamy and B. Skiera},
  journal={Journal of Service Research},
  year={2010},
  volume={13},
  pages={311 - 330}
}
Recent years have witnessed the rise of new media channels such as Facebook, YouTube, Google, and Twitter, which enable customers to take a more active role as market players and reach (and be reached by) almost everyone anywhere and anytime. These new media threaten long established business models and corporate strategies, but also provide ample opportunities for growth through new adaptive strategies. This paper introduces a new ‘‘pinball’’ framework of new media’s impact on relationships… Expand

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