Bhattacharjya, Jyotirmoyee; Ellison, Adrian Bachman; … - In: The International Journal of Logistics Management 29 (2018) 2, pp. 723-738
Purpose: Customer service provision is a growing phenomenon on social media and parcel shipping companies have been among the most prominent adopters. This has coincided with greater interest in the development of analysis techniques for unstructured big data from social media platforms, such...