An Analysis of Online Customer Complaints: Implications for Web Complaint Management.

Yooncheong Cho Il Im Starr Roxanne Hiltz Jerry Fjermestad

Published in: HICSS (2002)

Keyphrases

data processing
statistical analysis
real time
information systems
website
web applications
data mining
data analysis
information technology
management system
decision support
web documents
social networking
online communication
click stream