The Squeaky Wheel Gets the Grease - An Empirical Analysis of Customer Voice and Firm Intervention on Twitter.
Liye MaBaohong SunSunder KekrePublished in: Mark. Sci. (2015)
Keyphrases
- squeaky wheel
- social media
- scheduling problem
- competitive environment
- social networks
- information technology
- electronic commerce
- greedy algorithm
- customer service
- online social networks
- customer base
- customer satisfaction
- customer behavior
- user generated content
- optimal solution
- data mining
- polarity classification
- potential customers
- information systems
- human capital
- social networking
- public opinion
- micro blogging
- marketing strategies
- churn prediction
- customer relationship management
- customer churn
- call center
- microblog posts
- information diffusion
- latin america