Sharing Experiences via Social Media as Integral Part of the Service Experience
22 Pages Posted: 8 Aug 2013
Date Written: August 7, 2013
Abstract
Social media has empowered customers to express their feelings and opinions online and to share their experiences with other individuals through video sharing platforms (e.g., YouTube), photo sharing sites and communities (e.g., FlickR), or virtual opinion sharing platforms (e.g., TripAdvisor or Yelp). Sharing experiences with other individuals online is not only part of the service experience for a multitude of consumers, but enhances the impact of successful service providers on current and potential customers. However, the value of experience sharing activities via social media is less discussed in the literature. In this chapter, we firstly clarify the concepts of sharing, empowerment, and engagement before, secondly, discussing the value of experience sharing from three perspectives: the sharing individual, the individuals consulting the shared experiences, and the service providers. Finally, the importance of experience sharing in what is often referred to as the sharing economy and the problems of marketers’ deceptive behaviors will be addressed in our conclusion.
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