Customer Service in Social Media - An Empirical Study of the Airline Industry

Carnein Matthias, Homann Leschek, Trautmann Heike, Vossen Gottfried, Kraume Karsten


Keywords
Customer Service; Social Media; Twitter; Facebook; Airline Industry; CRM; Analytics



Publication type
Conference paper

Peer reviewed
Yes

Publication status
Published

Year
2017

Conference
17th Conference on Database Systems for Business, Technology, and Web (BTW '17)

Venue
Stuttgart, Germany

Book title
Proceedings of the 17th Conference on Database Systems for Business, Technology, and Web (BTW '17)

Editor
Bernhard Mitschang and Norbert Ritter and Holger Schwarz and Meike Klettke and Andreas Thor and Oliver Kopp and Matthias Wieland

Pages range
33-40

ISSN
978-3-88579-660-2