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

Research article in proceedings (conference)

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

Volume

P-266

Title of series

Lecture Notes in Informatics (LNI)

Publisher

Gesellschaft für Informatik

Language

English

ISSN

978-3-88579-660-2