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Enhancing decision-making support by mining social media data with social network analysis

2023-05-15Journal article Open access
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dc.contributor.authorFreire, Manuela
dc.contributor.authorAntunes, Francisco
dc.contributor.authorCosta, João Paulo
dc.date.accessioned2023-05-15T10:24:00Z
dc.date.available2023-05-15T10:24:00Z
dc.date.issued2023-05-15
dc.description.abstractThis paper explores the use of social network analysis (SNA) on airlines’ online social networks (OSNs) to extract valuable information for decision support, by analyzing interactions and discursive exchanges between users. The research is focused on fostering customer service of an airline company during a strike period, namely by detecting influential customers (whether satisfied or dissatisfied), address pending requests, and enhancing customer satisfaction, thus promoting issue-solving, and increasing responsiveness. The methodology involves analyzing data from the Facebook account of an airline company, using SNA to structure the data, and calculating metrics to detect possible situations to be addressed by customer service. The research concludes that it is possible to extract valuable information for decision support by analyzing the metrics that were built over the interactions and discursive exchanges between OSN users. SNA metrics enable to measure airline’s call-center performance in terms of speed of answer and customer satisfaction, to identify active users requiring additional support, as well as highly influential customers who may impact on the overall customer satisfaction, thus helping to resolve issues more efficiently. This study provides both theoretical and practical implications: it contributes to the existing literature by integrating social interaction and SNA for decision support in airline’s service context; and it provides practical insights into how companies can use SNA metrics to improve customer service. The research also highlights and corroborates the importance of monitoring social media interactions for decision-making and improving customer service.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationFreire, M., Antunes, F. & Costa, J.P. Enhancing decision-making support by mining social media data with social network analysis. Soc. Netw. Anal. Min. 13, 86 (2023). https://doi.org/10.1007/s13278-023-01089-6pt_PT
dc.identifier.doi10.1007/s13278-023-01089-6pt_PT
dc.identifier.urihttp://hdl.handle.net/10400.6/13341
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherSpringer-Verlag GmbH Austria, part of Springer Naturept_PT
dc.relationInstitute for Systems Engineering and Computers at Coimbra - INESC Coimbra
dc.relationCentre for Business and Economics Research - University of Coimbra
dc.relation.publisherversionhttps://link.springer.com/article/10.1007/s13278-023-01089-6pt_PT
dc.subjectSocial Network Analysispt_PT
dc.subjectData Miningpt_PT
dc.subjectDecisionpt_PT
dc.subjectDiscoursept_PT
dc.subjectNetwork analysispt_PT
dc.titleEnhancing decision-making support by mining social media data with social network analysispt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.awardTitleInstitute for Systems Engineering and Computers at Coimbra - INESC Coimbra
oaire.awardTitleCentre for Business and Economics Research - University of Coimbra
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDB%2F00308%2F2020/PT
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDB%2F05037%2F2020/PT
oaire.citation.conferencePlaceAustriapt_PT
oaire.citation.endPage15pt_PT
oaire.citation.issue13pt_PT
oaire.citation.startPage1pt_PT
oaire.citation.titleSocial Network Analysis and Miningpt_PT
oaire.citation.volume86pt_PT
oaire.fundingStream6817 - DCRRNI ID
oaire.fundingStream6817 - DCRRNI ID
person.familyNameSousa Freire
person.familyNameAntunes
person.familyNameCosta
person.givenNameMª Manuela
person.givenNameFrancisco
person.givenNameJoão
person.identifier6ojfdQ4AAAAJ
person.identifier.ciencia-id181D-0501-8B0F
person.identifier.ciencia-idAE15-3381-6C2A
person.identifier.ciencia-id0312-CF54-C583
person.identifier.orcid0000-0002-5607-555X
person.identifier.orcid0000-0002-3569-7480
person.identifier.orcid0000-0001-5204-3916
person.identifier.ridN-2504-2013
person.identifier.ridM-5560-2013
person.identifier.scopus-author-id56286030200
person.identifier.scopus-author-id35992337000
person.identifier.scopus-author-id7402460396
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.nameFundação para a Ciência e a Tecnologia
project.funder.nameFundação para a Ciência e a Tecnologia
rcaap.rightsopenAccesspt_PT
rcaap.typearticlept_PT
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