When Social Media Delivers Customer Service: Differential Customer Treatment in the Airline Industry

@article{Gunarathne2018WhenSM,
  title={When Social Media Delivers Customer Service: Differential Customer Treatment in the Airline Industry},
  author={Priyanga Gunarathne and Huaxia Rui and Abraham Seidmann},
  journal={MIS Q.},
  year={2018},
  volume={42}
}
Companies increasingly are providing customer service through social media, helping customers on a real-time basis. [...] Key Result We also find that airlines are less likely to respond to complaints with multiple parties mentioned, confirming the existence of the bystander effect.Expand

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