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Advisor(s)
Abstract(s)
The key goal of this work is to explore interactions and discursive
exchanges between social users, to extract information towards decision support.
We analyzed customer-generated data on Facebook, during a period of a ten-day
strike, of a well-known airline company. The main goal was to check service and
responsiveness of the airline, and also to develop indicators that might enable
reviewing and reinforce strategies to be used in customer service response to strike
events. The authors aim to investigate the possibility of structuring data, collected
from OSN’s, incorporating human interaction and network structure, using SNA to
study the network from a duo fold manner: the web discourse, which depends on the
transmission of information; and the interaction among social users, as information
disseminators. Our work intends to determine whether social users and their
interactions are consistent with the creation of indicators for decision support.
Description
Keywords
Social network analysis Decision support Web discourse Natural language processing Data mining
Citation
Publisher
IOS Press