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Social media as a main source of customer feedback: alternative to customer satisfaction surveys.
Sharon Grubner Hasson
John Piorkowski
Ian McCulloh
Published in:
ASONAM (2019)
Keyphrases
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customer satisfaction
social media
customer service
service quality
online shopping
customer data
marketing strategies
user satisfaction
product design
customer support
customer reviews
customer retention
social networks
decision makers
information quality
internet banking
customer loyalty