Social Media as CRM? How two airline companies used Facebook during the "Ash Crisis" in 2010.
Bendik BygstadWanda PresthusPublished in: Scand. J. Inf. Syst. (2013)
Keyphrases
- social media
- consumer products
- crisis management
- social media platforms
- marketing strategies
- customer relationship management
- social networking
- social networks
- online marketing
- online social networks
- social interaction
- social networking sites
- competitive advantage
- early warning
- user generated content
- data mining applications
- social media data
- soft sensor
- crew scheduling
- yield management
- revenue management
- market share
- information systems