: :

92131565

TweeterFacebookFoursquareMyStarbucksIdea

(Customer Knowledge Management : CKM)

: ( - - )

: ( )

: ( - )

2.0

micro blogging services (MBS) social networking services (SNS) location-aware mobile services (LMS) corporate discussion forum services (CDS)

. 1971 . 19000 59 . 60 .

2008 2008

MyStarbucksIdea 2008 2008 Forrester Groundswell Awards

Netnography.

. Starbucks, coffee chain cappuccino. . .

TextStat

Tweeter MBS - 2 .

.

.

. .

FacebookSNS- 31 like .

.

.

Foursquare LMS- 800000 .

. .

tip. .

MyStarbucksIdea CDS - 2008 41000

CKM. . . . . . . .

Chua, Alton YK, and Snehasish Banerjee. "Customer knowledge management via social media: the case of Starbucks."Journal of Knowledge Management17.2 (2013): 237-249.