IEEE - Institute of Electrical and Electronics Engineers, Inc. - Customer Service on Social Media: The Effect of Customer Popularity and Sentiment on Airline Response

2015 48th Hawaii International Conference on System Sciences (HICSS)

Author(s): Priyanga Gunarathne ; Huaxia Rui ; Avi Seidmann
Publisher: IEEE - Institute of Electrical and Electronics Engineers, Inc.
Publication Date: 1 January 2015
Conference Location: Kauai, HI, USA
Conference Date: 5 January 2015
Page(s): 3,288 - 3,297
ISBN (Electronic): 978-1-4799-7367-5
ISSN (Paper): 1530-1605
DOI: 10.1109/HICSS.2015.397
Regular:

Many companies are now providing customer service through social media, helping and engaging their customers on a real-time basis. To study this increasingly popular practice, we examine how major... View More

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