Brand Crisis and Customer Relationship Management on Social Media: Evidence from a Natural Experiment from the Airline Industry.
Ramah Al BalawiYuheng HuLiangfei QiuPublished in: Inf. Syst. Res. (2023)
Keyphrases
- customer relationship management
- social media
- call center
- crisis management
- relationship management
- data mining systems
- competitive advantage
- marketing strategies
- business activities
- data mining applications
- data mining
- data mining technology
- yield management
- customer churn
- decision support
- customer base
- real world
- case study
- social networks
- databases
- customer segmentation
- social networking
- decision trees
- machine learning