Title: Web 2.0. Contributions to multi-channel management. An exploratory study of the travel, retail and healthcare industries.
Type: Graduation Thesis
Author: Sjoerd Blauw
Short:
“The goal of this research is to identify the contributions of Web 2.0 to multi-channel management in the travel, retail and healthcare industry. This need is created by a technology push from Web 2.0 to companies and multi-channel management. Multi-channel management is defined as ‘the coordination, integration and usage of different channels using different media, which reinforce each other, to create value for the customer and acquire, retain and develop customers which leads to optimal company returns’. A channel is a contact point between the customer and the company using a specific media. A media can be physical, customer contact in a physical shop location, or for example using telephones or the internet as media.”
Filed under: Student papers, Studies, dutch, graduation, healthcare, holland, paper, research, retail, sjoerd blauw, social, student, study, travel
