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West Ashley Library
9 a.m. - 4 p.m.
Phone: (843) 766-6635
Main Library
9 a.m. - 6 p.m.
Phone: (843) 805-6930
Folly Beach Library
Closed for renovations
Phone: (843) 588-2001
John L. Dart Library
9 a.m. - 6 p.m.
Phone: (843) 722-7550
St. Paul's/Hollywood Library
9 a.m. - 5 p.m.
Phone: (843) 889-3300
Mt. Pleasant Library
9 a.m. – 6 p.m.
Phone: (843) 849-6161
Dorchester Road Library
9 a.m. - 6 p.m.
Phone: (843) 552-6466
Edgar Allan Poe/Sullivan's Island Library
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John's Island Library
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McClellanville Library
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Edisto Library
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Wando Mount Pleasant Library
9 a.m. - 6 p.m.
Phone: (843) 805-6888
Otranto Road Library
9 a.m. - 6 p.m.
Phone: (843) 572-4094
Hurd/St. Andrews Library
9 a.m. - 6 p.m.
Phone: (843) 766-2546
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Bees Ferry West Ashley Library
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Phone: (843) 805-6892
Village Library
9 a.m. - 6 p.m.
Phone: (843) 884-9741
Keith Summey North Charleston Library
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Phone: (843) 744-2489
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Phone: (843) 805-6909
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Traveling with Companions: The Social Customer Journey.
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- Author(s): Hamilton, Ryan; Ferraro, Rosellina; Haws, Kelly L.; Mukhopadhyay, Anirban
- Source:
Journal of Marketing; Jan2021, Vol. 85 Issue 1, p68-92, 25p, 1 Black and White Photograph, 6 Charts, 1 Graph- Subject Terms:
- Source:
- Additional Information
- Abstract: When customers journey from a need to a purchase decision and beyond, they rarely do so alone. This article introduces the social customer journey, which extends prior perspectives on the path to purchase by explicitly integrating the important role that social others play throughout the journey. The authors highlight the importance of "traveling companions," who interact with the decision maker through one or more phases of the journey, and they argue that the social distance between the companion(s) and the decision maker is an important factor in how social influence affects that journey. They also consider customer journeys made by decision-making units consisting of multiple individuals and increasingly including artificial intelligence agents that can serve as surrogates for social others. The social customer journey concept integrates prior findings on social influences and customer journeys and highlights opportunities for new research within and across the various stages. Finally, the authors discuss several actionable marketing implications relevant to organizations' engagement in the social customer journey, including managing influencers, shaping social interactions, and deploying technologies. [ABSTRACT FROM AUTHOR]
- Abstract: Copyright of Journal of Marketing is the property of American Marketing Association and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
- Abstract:
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