Companies increasingly are providing customer service through social media, helping
customers on a real-time basis. Although some traditional call centers might prioritize …

On Saturday, February 13, 2010, filmmaker Kevin Smith, after being told by Southwest
Airlines to leave a plane he had boarded, angrily sent out a tweet to his 1.6 million Twitter …

Companies increasingly are providing customer service through social media, helping
customers on a real-time basis. Although some traditional call centers might prioritize …

We follow a bag-of-words approach to group similar tweets into clusters using the K-Means
algorithm. Considering the inherently noisy nature of text in tweets, first, we preprocess and …

The article presents a study on customer service provided through social media by several
major US airlines. Topics include the tendency for airlines to respond more to complaints …

Companies increasingly are providing customer service through social media, helping
customers on a real-time basis. Although some traditional call centers might prioritize …

We follow a bag-of-words approach to group similar tweets into clusters using the K-Means
algorithm. Considering the inherently noisy nature of text in tweets, first, we preprocess and …

Companies increasingly are providing customer service through social media, helping
customers on a real-time basis. Although some traditional call centers might prioritize …

We follow a bag-of-words approach to group similar tweets into clusters using the K-Means
algorithm. Considering the inherently noisy nature of text in tweets, first, we preprocess and …