First blogs were the dominant channel for consumers to share their product and service experiences with companies and as Facebook and Twitter have become more dominant, the speed, velocity and volume of feedback has escalated nearly exponentially. All of this now puts consumers in a highly influential position relative to brands (Bernoff, Li, 2008) and the rapid assessment of their social media marketing strategies as well (Hennig-Thurau, Gwinner, Walsh, Gremler, 2004). As a result of Web 2.0 technologies today pervading the development of social networking applications and platforms the customer has a strong voice and electronic word-of-mouth has never been more relevant than it is today (Zhang, Daugherty,...
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