Purpose – The purpose of this paper is to investigate the role of Web 2.0 and social media in relationship marketing (RM) in banking. The aim is to understand why some banks resist the Web 2.0 trend, how this is aligned with their RM approaches and what the alternative paths for advancing...

Purpose – In this paper the authors present a study that uses Twitter to identify critical elements of customer service in the airline industry. The goal of the study was to uncover customer opinions about services by monitoring and analyzing public Twitter commentaries. The purpose of this...

Purpose – The purpose of this paper is to provide a contribution to advancing knowledge on the more recent phenomenon of social brand community. Design/methodology/approach – The paper is based on an extensive interdisciplinary literature review in areas such as sociology, management, and...