Misopoulos, Fotis; Mitic, Miljana; Kapoulas, Alexandros; … - In: Management Decision 52 (2014) 4, pp. 705-723
Purpose – In this paper the authors present a study that uses Twitter to identify critical elements of customer service in the airline industry. The goal of the study was to uncover customer opinions about services by monitoring and analyzing public Twitter commentaries. The purpose of this...