A new approach of social media analytics to predict service quality: evidence from the airline industry.
Xin TianWu HeChuanyi TangLing LiHangjun XuDavid SeloverPublished in: J. Enterp. Inf. Manag. (2020)
Keyphrases
- service quality
- social media
- call center
- big data
- customer satisfaction
- service providers
- user satisfaction
- electronic commerce
- quality of service
- yield management
- competitive environment
- case study
- information systems
- big data analytics
- online shopping
- user generated content
- social networks
- learning analytics
- information quality
- social interaction
- competitive advantage
- business intelligence
- data analytics
- website
- real time
- data analysis
- high tech
- market share