Racial Bias in Social Media Customer Service: Evidence from Twitter.
Priyanga GunarathneHuaxia RuiAbraham SeidmannPublished in: ICIS (2018)
Keyphrases
- social media
- customer service
- social media data
- inventory control
- social networks
- user generated content
- social media platforms
- online social media
- customer behavior
- social media sites
- customer satisfaction
- social networking
- united states
- online social networks
- social networking sites
- customer support
- call center
- reputation management
- information diffusion
- software agents
- online social
- databases
- twitter users
- business strategy
- real world events