Customer Service on Social Media: The Effect of Customer Popularity and Sentiment on Airline Response

Many companies are now providing customer service through social media, helping and engaging their customers on a real-time basis. To study this increasingly popular practice, we examine how major airlines respond to customer comments on Twitter by exploiting a large data set containing Twitter exchanges between customers and three major airlines in North America. We find that these airlines pay significantly more attention to Twitter users with more followers, suggesting that companies literarily discriminate customers based on their social influence. Moreover, our findings suggest that companies in the digital age are increasingly more sensitive to the need to answer both customer complaints and customer compliments while the actual time-to-response depends on customer’s social influence and sentiment as well as the firm’s social media strategy

What Drives Successful Complaint Resolutions on Social Media?: Evidence from the Airline Industry

Several companies effectively manage customer complaints on social media today, interacting with their customers on a real time basis. To study this increasingly popular practice, we examine brands’ complaint resolution efforts on social media, by exploiting a unique dataset of complaint-based customer interactions on Twitter, with a major airline. We find that complaining customers with a higher number of followers are more likely to be satisfied about their social media interaction with the brand. Moreover, the customers having an outcome related complaint, rather than a process related complaint, and also the customers who do not experience handoffs during the conversation, are more likely to be satisfied about their complaining experience on social media. To the best of our knowledge, this study is the first to empirically investigate the potential drivers of successful complaint resolutions in the context of social media customer service

Managing Migraine via Telemedicine: Clinical Effectiveness and Process Implications

Telemedicine has been proved to be effective across several different medical fields. It increases access to patients and reduces travel burden. In the context of an ongoing pilot study of telemedicine for individuals with migraine, we completed in-person baseline assessments and follow-up visits via telemedicine to test the hypothesis that follow-up care delivered by telemedicine is at least as effective as with in-office visits. We then investigate ways in which telemedicine could add economic value to patients through convenience and better compliance, and benefit specialists through efficient clinical pathway

Throughput and inventory estimation of a pull-based supply system

******AUTHOR, please supply e-mail addresses****** Abstract: We analyse an assembly system fed by components produced by suppliers and operating under a pull system with random processing times. Under certain assumptions we present a performance evaluation algorithm which is based on physical decomposition of the network and use of an aggregation/disaggregation algorithm. We consider two important performance measures: system throughput and work-in-process inventory. Performance evaluation of these systems is difficult because of the mating of parts and a kanban-like operating mechanism. Our algorithm was tested using simulation and found to be accurate