Using Social Media to Manage Customer Complaints: A Preliminary Study.

Hua Ye Arvind Tripathi

Published in: HICSS (2016)

Keyphrases

social media
call center
social networks
social networking
user generated content
big data
customer satisfaction
customer service
customer behavior
social media data
retail banking
electronic commerce
database
online social networks
management tools
online forums
customer requirements
churn prediction