To Skimp or Step in: Does Timely Service Recovery via Social Media Win Customers' Hearts?
Pei XuLin LuYen-Yao WangSidi ZhaoSumin HanShashank RaoPublished in: AMCIS (2023)
Keyphrases
- social media
- service providers
- customer service
- customer satisfaction
- single server
- service systems
- service quality
- failure recovery
- service requirements
- service times
- queue size
- call center
- social networks
- end users
- data mining
- social networking
- decision making
- post processing
- management system
- product information
- queueing model
- arrival process
- single server queue
- online stores
- customer preferences
- point of sale
- service rates
- web services
- service composition
- steady state
- big data
- service oriented architecture
- information services