Business practice of social media - Platform and customer service adoption

• المؤلفون الرئيسيون: SUN, Shujing, GAO, Yang, RUI, Huaxia
• التنسيق: text
• اللغة: English
• منشور في: Institutional Knowledge at Singapore Management University 2020
• الموضوعات: Social Media; Customer Service; Technology Adoption; Peer Influence; Consumer Pressure; Databases and Information Systems
• الوصول للمادة أونلاين: https://ink.library.smu.edu.sg/sis_research/6255; https://ink.library.smu.edu.sg/context/sis_research/article/7258/viewcontent/Business_Practice_of_Social_Media___Platform_and_Customer_Service_Adoption.pdf

This paper examines the key drivers in business adoptions of the platform and customer service within the context of social media. We carry out the empirical analyses using the decision trajectories of the international airline industry on Twitter. We find that a firm's decision-making is subje...