Business practice of social media - Platform and customer service adoption

• 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
• Institution: Singapore Management University

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...