Social Media as Means for Company Communication and Service Design.

Service development in companies can have a new form when using social media as a communication interface. This communication can occur between company and its customers, but also the company΄s internal communication using social media services can prove beneficial. In this paper, we review and analyze the use of social media as a means for company communication in general and specifically in the case of customer involvement in service development. As a result, we present guidelines for of using social media tools in companies for improving the customer centric service development process. [ABSTRACT FROM AUTHOR]