The Squeaky Wheel Gets the Grease-An Empirical Analysis of Customer Voice and Firm Intervention on Twitter
Abstract
Firms are increasingly engaging with customers on social media. Despite this heightened interest, guidance for effective engagement is lacking. In this study, we investigate customers' compliments and complaints and firms' service interventions on social media. We develop a dynamic choice model that explicitly accounts for the evolutions of both customers' voicing decisions and their relationships with the firm. Voices are driven by both the...
Paper Details
Title
The Squeaky Wheel Gets the Grease-An Empirical Analysis of Customer Voice and Firm Intervention on Twitter
Published Date
Sep 1, 2015
Journal
Volume
34
Issue
5
Pages
627 - 645
Citation AnalysisPro
You’ll need to upgrade your plan to Pro
Looking to understand the true influence of a researcher’s work across journals & affiliations?
- Scinapse’s Top 10 Citation Journals & Affiliations graph reveals the quality and authenticity of citations received by a paper.
- Discover whether citations have been inflated due to self-citations, or if citations include institutional bias.
Notes
History