Spiteful, one-off, and kind: Predicting customer feedback behavior on Twitter

• Main Authors: SULISTYA, Agus, SHARMA, Abhishek, David LO
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2016
• Subjects: Customer relationship management; Machine learning; Social media; Databases and Information Systems; Social Media
• Online Access: https://ink.library.smu.edu.sg/sis_research/3614; https://ink.library.smu.edu.sg/context/sis_research/article/4615/viewcontent/2._Nov02___Spiteful_One_Off_and_Kind_Predicting_Customer_Feedback_Behavior_on_Twitter__SocInfo2016_.pdf
• Institution: Singapore Management University

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 be...