Customer Service in Social Media: An Empirical Study of the Airline Industry
نویسندگان
چکیده
Until recently, customer service was exclusively provided over traditional channels. Customers could write an email or call a service center if they had questions or problems with a product or service. In recent times, this has changed dramatically as companies explore new channels to offer customer service. With the increasing popularity of social media, more companies thrive to provide customer service also over Facebook and Twitter. Companies aim to provide a better customer experience by offering more convenient channels to contact a company. In addition, this unburdens traditional channels which are costly to maintain. This paper empirically evaluates the performance of customer service in social media by analysing a multitude of companies in the airline industry. We have collected several million customer service requests from Twitter and Facebook and automatically analyzed how efficient the service strategies of the respective companies are in terms of response rate and time.
منابع مشابه
Airline Facebook pages – a content analysis
Purpose The emergence of new media has changed the way how airlines interact with the public. This study analyzes how airlines use one of the most popular new media platforms, Facebook, to manage public relations, communicate with customers and diversify their sales channels. This topic has not been covered by scientific literature so far. Methods This paper uses content analysis to identify ty...
متن کاملWhat Drives Successful Complaint Resolutions on Social Media?: Evidence from the Airline Industry
Several companies effectively manage customer complaints on social media today, interacting with their customers on a real time basis. To study this increasingly popular practice, we examine brands’ complaint resolution efforts on social media, by exploiting a unique dataset of complaint-based customer interactions on Twitter, with a major airline. We find that complaining customers with a high...
متن کاملThe Influence of Customer Value Co-Creation Behavior on SME Brand Equity: An Empirical Analysis
Competition in the service industry is intense. To deliver value-added services, more companies are focusing on consumers as a powerful means of establishing firm performance through dialog, participation, and engagement. However, scant research has been conducted to examine whether customer value co-creation can boost brand equity, particularly among SMEs. To address these shortcomings in the ...
متن کاملSimulation Modeling and Analysis of In-Flight Service Operations for Commercial Passenger Flights
Nowadays, in-flight comfort has become an essential characteristic to survive in domestic airline businesses. Air hostesses’ quality of service and response time to customer demand plays a vital role in enhancing quality of the flight experience and passenger satisfaction. However, additional requirements on air hostess expose them to fatigue which could eventually result in job dissatisfac...
متن کاملOrganization's performance measurement model based on the critical success factors of the reverse supply chain in airline industry with a quality gap approach
Airline industry is one of the main infrastructures for sustainable development of a country. The quality of the reverse support service will be effective in increasing the safety and health of the structures, reducing the impact of disasters and reducing costs. The aim of this study is to evaluate the performance of an organization based on the main factors of reverse supply chain with the ser...
متن کامل