The Versatile Touchpoint : User-Generated Content Reshaping the Customer Journey
The Versatile Touchpoint: User-Generated Content Reshaping theCustomer JourneyAUTHORS1, Affiliation; 2, Affiliation; 3, Affiliation; 4. AffiliationKeywordsIntroductionCustomer Journey; User Generated Content; Social Media; Touchpoint; Brand PublicsIn this study we seek to unravel the emergence of a touchpoint that has become ubiquitousthroughout the customer journey due to social media. We are esp