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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| Main Authors: | , , |
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| Format: | text |
| Language: | English |
| Published: |
Institutional Knowledge at Singapore Management University
2020
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| Subjects: | |
| 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 |