Customer Service on Social Media: The Effect of Customer Popularity and Sentiment on Airline Response.
Priyanga GunarathneHuaxia RuiAvi SeidmannPublished in: ICIS (2014)
Keyphrases
- customer service
- social media
- social media data
- call center
- user comments
- customer satisfaction
- customer behavior
- public opinion
- online social media
- sentiment analysis
- real world events
- inventory control
- social networks
- user generated content
- online social
- sentiment classification
- social media content
- user generated
- customer support
- social networking
- opinion mining
- service quality
- online social networks
- database systems
- databases