@incollection{BaurHenneBick.2016, author = {Baur, AW and Henne, JS and Bick, M}, title = {Customer Service Experience Through Technology-Enabled Social CRM – An Exploratory Analysis in the Automotive Industry}, url = {http://link.springer.com/chapter/10.1007/978-3-319-45234-0_15}, booktitle = {Social Media: The Good, the Bad, and the Ugly}, editor = {Dwivedi, YK, Mäntymäki, M, Ravishankar, M, Janssen, M, Clement, M, Slade, EL, Rana, NP, Al-Sharhan, S, Simintiras, AC}, year = {2016}, pages = {157–172}, publisher = {Springer International Publishing}, address = {Cham}, bild = {I3E_SM-TGTBaTU.jpg}, }