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

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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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  -