Customer Service on Social Media: The Effect of Customer Popularity and Sentiment on Airline Response.
Priyanga GunarathneHuaxia RuiAvi SeidmannPublished in: HICSS (2015)
Keyphrases
- customer service
- social media
- social media data
- call center
- user comments
- online social media
- customer behavior
- customer satisfaction
- public opinion
- inventory control
- real world events
- user generated content
- social media content
- sentiment analysis
- social networking
- customer support
- social networks
- sentiment classification
- governmental organizations
- user generated
- knowledge management
- database systems
- databases