Business practice of social media - Platform and customer service adoption

Business practice of social media - Platform and customer service adoption

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...

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Bibliographic Details
Main Authors: SUN, Shujing, GAO, Yang, RUI, Huaxia
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2020
Subjects:
Social Media
Customer Service
Technology Adoption
Peer Influence
Consumer Pressure
Databases and Information Systems
Online Access: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
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Institution: Singapore Management University
Language: English

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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

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