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Full-Text Articles in Physical Sciences and Mathematics
Spiteful, One-Off, And Kind: Predicting Customer Feedback Behavior On Twitter, Agus Sulistya, Abhishek Sharma, David Lo
Spiteful, One-Off, And Kind: Predicting Customer Feedback Behavior On Twitter, Agus Sulistya, Abhishek Sharma, David Lo
Research Collection School Of Computing and Information Systems
Social media provides a convenient way for customers to express their feedback to companies. Identifying different types of customers based on their feedback behavior can help companies to maintain their customers. In this paper, we use a machine learning approach to predict a customer’s feedback behavior based on her first feedback tweet. First, we identify a few categories of customers based on their feedback frequency and the sentiment of the feedback. We identify three main categories: spiteful, one-off, and kind. Next, we build a model to predict the category of a customer given her first feedback. We use profile and …
A Comparison Of Fundamental Network Formation Principles Between Offline And Online Friends On Twitter, Felicia Natali, Feida Zhu
A Comparison Of Fundamental Network Formation Principles Between Offline And Online Friends On Twitter, Felicia Natali, Feida Zhu
Research Collection School Of Computing and Information Systems
We investigate the differences between how some of the fundamental principles of network formation apply among offline friends and how they apply among online friends on Twitter. We consider three fundamental principles of network formation proposed by Schaefer et al.: reciprocity, popularity, and triadic closure. Overall, we discover that these principles mainly apply to offline friends on Twitter. Based on how these principles apply to offline versus online friends, we formulate rules to predict offline friendship on Twitter. We compare our algorithm with popular machine learning algorithms and Xiewei’s random walk algorithm. Our algorithm beats the machine learning algorithms on …