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Full-Text Articles in Physical Sciences and Mathematics
Does Active Service Intervention Drive More Complaints On Social Media? The Roles Of Service Quality And Awareness, Shujing Sun, Yang Gao, Huaxia Rui
Does Active Service Intervention Drive More Complaints On Social Media? The Roles Of Service Quality And Awareness, Shujing Sun, Yang Gao, Huaxia Rui
Research Collection School Of Computing and Information Systems
Despite many advantages of social media as a customer service channel, there is a concern that active service intervention encourages excessive service complaints. Our paper casts doubt on this misconception by examining the dynamics between social media customer complaints and brand service interventions. We find service interventions indeed cause more complaints, yet this increase is driven by service awareness rather than chronic complaining. Due to the publicity and connectivity of social media, customers learn about the new service channel by observing customer service delivery to others – a mechanism that is unique to social media customer service and does not …
On Predicting Personal Values Of Social Media Users Using Community-Specific Language Features And Personal Value Correlation, Amila Silva, Pei Chi Lo, Ee-Peng Lim
On Predicting Personal Values Of Social Media Users Using Community-Specific Language Features And Personal Value Correlation, Amila Silva, Pei Chi Lo, Ee-Peng Lim
Research Collection School Of Computing and Information Systems
Personal values have significant influence on individuals’ behaviors, preferences, and decision making. It is therefore not a surprise that personal values of a person could influence his or her social media content and activities. Instead of getting users to complete personal value questionnaire, researchers have looked into a non-intrusive and highly scalable approach to predict personal values using user-generated social media data. Nevertheless, geographical differences in word usage and profile information are issues to be addressed when designing such prediction models. In this work, we focus on analyzing Singapore users’ personal values, and developing effective models to predict their personal …
More Kawaii Than A Real-Person Live Streamer: Understanding How The Otaku Community Engages With And Perceives Virtual Youtubers, Zhicong Lu, Chenxinran Shen, Jiannan Li, Hong Shen, Daniel Wigdor
More Kawaii Than A Real-Person Live Streamer: Understanding How The Otaku Community Engages With And Perceives Virtual Youtubers, Zhicong Lu, Chenxinran Shen, Jiannan Li, Hong Shen, Daniel Wigdor
Research Collection School Of Computing and Information Systems
Live streaming has become increasingly popular, with most streamers presenting their real-life appearance. However, Virtual YouTubers (VTubers), virtual 2D or 3D avatars that are voiced by humans, are emerging as live streamers and attracting a growing viewership in East Asia. Although prior research has found that many viewers seek real-life interpersonal interactions with real-person streamers, it is currently unknown what makes VTuber live streams engaging or how they are perceived differently than real-person streamers. We conducted an interview study to understand how viewers engage with VTubers and perceive the identities of the voice actors behind the avatars (i.e., Nakanohito). The …
Analyzing Tweets On New Norm: Work From Home During Covid-19 Outbreak, Swapna Gottipati, Kyong Jin Shim, Hui Hian Teo, Karthik Nityanand, Shreyansh Shivam
Analyzing Tweets On New Norm: Work From Home During Covid-19 Outbreak, Swapna Gottipati, Kyong Jin Shim, Hui Hian Teo, Karthik Nityanand, Shreyansh Shivam
Research Collection School Of Computing and Information Systems
The COVID-19 pandemic triggered a large-scale work-from-home trend globally in recent months. In this paper, we study the phenomenon of “work-from-home” (WFH) by performing social listening. We propose an analytics pipeline designed to crawl social media data and perform text mining analyzes on textual data from tweets scrapped based on hashtags related to WFH in COVID-19 situation. We apply text mining and NLP techniques to analyze the tweets for extracting the WFH themes and sentiments (positive and negative). Our Twitter theme analysis adds further value by summarizing the common key topics, allowing employers to gain more insights on areas of …
The Value Of Humanization In Customer Service, Yang Gao, Huaxia Rui, Shujing Sun
The Value Of Humanization In Customer Service, Yang Gao, Huaxia Rui, Shujing Sun
Research Collection School Of Computing and Information Systems
As algorithm-based agents become increasingly capable of handling customer service queries, customers are often uncertain whether they are served by humans or algorithms, and managers are left to question the value of human agents once the technology matures. The current paper studies this question by quantifying the impact of customers' enhanced perception of being served by human agents on customer service interactions. Our identification strategy hinges on the abrupt implementation by Southwest Airlines of a signature policy, which requires the inclusion of an agent's first name in responses on Twitter, thereby making the agent more humanized in the eyes of …
Chronic Customers Or Increased Awareness? The Dynamics Of Social Media Customer Service, Shujing Sun, Yang Gao, Huaxia Rui
Chronic Customers Or Increased Awareness? The Dynamics Of Social Media Customer Service, Shujing Sun, Yang Gao, Huaxia Rui
Research Collection School Of Computing and Information Systems
Despite that social media has become a promising alternative to traditional call centers, managers hesitate to fully harness its power because they worry that active service intervention may encourage excessive use of the channel by disgruntled customers. This paper sheds light on such a concern by examining the dynamics between brand-level customer complaints and service interventions on social media. Using details of customer-brand interactions of 40 airlines on Twitter, we find that more service interventions indeed cause more customer complaints, accounting for the online customer population and service quality. However, the increased complaints are primarily driven by the awareness enhancement …