What Drives Successful Complaint Resolutions on Social Media?: Evidence from the Airline Industry

Simple item page
dc.contributor.authorGunarathne, Priyanga
dc.contributor.authorRui, Huaxia
dc.contributor.authorSeidmann, Avi
dc.date.accessioned2016-12-29T01:54:34Z
dc.date.available2016-12-29T01:54:34Z
dc.date.issued2017-01-04
dc.description.abstractSeveral 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 higher number of followers are more likely to be satisfied about their social media interaction with the brand. Moreover, the customers having an outcome related complaint, rather than a process related complaint, and also the customers who do not experience handoffs during the conversation, are more likely to be satisfied about their complaining experience on social media. To the best of our knowledge, this study is the first to empirically investigate the potential drivers of successful complaint resolutions in the context of social media customer service.
dc.format.extent10 pages
dc.identifier.doi10.24251/HICSS.2017.619
dc.identifier.isbn978-0-9981331-0-2
dc.identifier.urihttp://hdl.handle.net/10125/41781
dc.language.isoeng
dc.relation.ispartofProceedings of the 50th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectsocial media
dc.subjectsocial surveillance
dc.subjectsocial influence
dc.subjectcomplaint management
dc.titleWhat Drives Successful Complaint Resolutions on Social Media?: Evidence from the Airline Industry
dc.typeConference Paper
dc.type.dcmiText

Files

Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
paper0632.pdf
Size:
1.74 MB
Format:
Adobe Portable Document Format
Download

Collections

Integrating Business Operations, Information Technologies, and Consumer Behavior Minitrack