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Full-Text Articles in Databases and Information Systems
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 …
How Does Socio-Economic And Demographic Dissimilarity Determine Physical And Virtual Segregation?, Michael Dorman, Tal Svoray, Itai Kloog
How Does Socio-Economic And Demographic Dissimilarity Determine Physical And Virtual Segregation?, Michael Dorman, Tal Svoray, Itai Kloog
Journal of Spatial Information Science
It is established that socio-economic and demographic dissimilarities between populations are determinants of spatial segregation. However, the understanding of how such dissimilarities translate into actual segregation is limited. We propose a novel network-analysis approach to comprehensively study the determinants of communicative and mobility-related spatial segregation, using geo-tagged Twitter data. We constructed weighted spatial networks representing tie strength between geographical areas, then modeled tie formation as a function of socio-economic and demographic dissimilarity between areas. Physical and virtual tie formation were affected by income, age, and race differences, although these effects were smaller by an order of magnitude than the geographical …
A Configurable Social Network For Running Irb-Approved Experiments, Mihovil Mandic
A Configurable Social Network For Running Irb-Approved Experiments, Mihovil Mandic
Dartmouth College Undergraduate Theses
Our world has never been more connected, and the size of the social media landscape draws a great deal of attention from academia. However, social networks are also a growing challenge for the Institutional Review Boards concerned with the subjects’ privacy. These networks contain a monumental variety of personal information of almost 4 billion people, allow for precise social profiling, and serve as a primary news source for many users. They are perfect environments for influence operations that are becoming difficult to defend against. Motivated to study online social influence via IRB-approved experiments, we designed and implemented a flexible, scalable, …