The dissertation consists of three separate essays that lie at the interface of social network analytics and Customer Relationship Management (CRM). Essay 1 and Essay 2 cover completed research, while the research covered in Essay 3 is at a more preliminary stage.', 'Essay 1: Starting Cold: The Power of Social...
Services have been constantly evolving and operational efficiency has been a key initiative for progress. In this collection of academic papers, we investigate the efficiency of three different industry practices, to each of which we dedicate a chapter. Chapter 1 and Chapter 2 cover completed research, while the research covered...