---
_id: '46361'
abstract:
- lang: eng
  text: Until recently, customer service was exclusively provided over traditional
    channels. Cus- tomers could write an email or call a service center if they had
    questions or problems with a product or service. In recent times, this has changed
    dramatically as companies explore new channels to offer customer service. With
    the increasing popularity of social media, more companies thrive to provide customer
    service also over Facebook and Twitter. Companies aim to provide a better customer
    ex- perience by offering more convenient channels to contact a company. In addition,
    this unburdens traditional channels which are costly to maintain. This paper empirically
    evaluates the performance of customer service in social media by analysing a multitude
    of companies in the airline industry. We have collected several million customer
    service requests from Twitter and Facebook and auto- matically analyzed how efficient
    the service strategies of the respective companies are in terms of response rate
    and time.
author:
- first_name: Matthias
  full_name: Carnein, Matthias
  last_name: Carnein
- first_name: Leschek
  full_name: Homann, Leschek
  last_name: Homann
- first_name: Heike
  full_name: Trautmann, Heike
  id: '100740'
  last_name: Trautmann
  orcid: 0000-0002-9788-8282
- first_name: Gottfried
  full_name: Vossen, Gottfried
  last_name: Vossen
- first_name: Karsten
  full_name: Kraume, Karsten
  last_name: Kraume
citation:
  ama: 'Carnein M, Homann L, Trautmann H, Vossen G, Kraume K. Customer Service in
    Social Media — An Empirical Study of the Airline Industry. In: Ritter N, Schwarz
    H, Klettke M, Thor A, Kopp O, Bernhard MW, eds. <i>Proceedings of the 17$^th$
    Conference on Database Systems for Business, Technology, and Web (BTW ’17)</i>.
    Vol P-266. Lecture Notes in Informatics (LNI). Gesellschaft für Informatik; 2017:33–40.'
  apa: 'Carnein, M., Homann, L., Trautmann, H., Vossen, G., &#38; Kraume, K. (2017).
    Customer Service in Social Media — An Empirical Study of the Airline Industry.
    In N. Ritter, H. Schwarz, M. Klettke, A. Thor, O. Kopp, &#38; M. W. Bernhard (Eds.),
    <i>Proceedings of the 17$^th$ Conference on Database Systems for Business, Technology,
    and Web (BTW ’17): Vol. P-266</i> (pp. 33–40). Gesellschaft für Informatik.'
  bibtex: '@inproceedings{Carnein_Homann_Trautmann_Vossen_Kraume_2017, place={Stuttgart,
    Germany}, series={Lecture Notes in Informatics (LNI)}, title={Customer Service
    in Social Media — An Empirical Study of the Airline Industry}, volume={P-266},
    booktitle={Proceedings of the 17$^th$ Conference on Database Systems for Business,
    Technology, and Web (BTW ’17)}, publisher={Gesellschaft für Informatik}, author={Carnein,
    Matthias and Homann, Leschek and Trautmann, Heike and Vossen, Gottfried and Kraume,
    Karsten}, editor={Ritter, Norbert and Schwarz, Holger and Klettke, Meike and Thor,
    Andreas and Kopp, Oliver and Bernhard, Matthias Wieland}, year={2017}, pages={33–40},
    collection={Lecture Notes in Informatics (LNI)} }'
  chicago: 'Carnein, Matthias, Leschek Homann, Heike Trautmann, Gottfried Vossen,
    and Karsten Kraume. “Customer Service in Social Media — An Empirical Study of
    the Airline Industry.” In <i>Proceedings of the 17$^th$ Conference on Database
    Systems for Business, Technology, and Web (BTW ’17)</i>, edited by Norbert Ritter,
    Holger Schwarz, Meike Klettke, Andreas Thor, Oliver Kopp, and Matthias Wieland
    Bernhard, P-266:33–40. Lecture Notes in Informatics (LNI). Stuttgart, Germany:
    Gesellschaft für Informatik, 2017.'
  ieee: M. Carnein, L. Homann, H. Trautmann, G. Vossen, and K. Kraume, “Customer Service
    in Social Media — An Empirical Study of the Airline Industry,” in <i>Proceedings
    of the 17$^th$ Conference on Database Systems for Business, Technology, and Web
    (BTW ’17)</i>, 2017, vol. P-266, pp. 33–40.
  mla: Carnein, Matthias, et al. “Customer Service in Social Media — An Empirical
    Study of the Airline Industry.” <i>Proceedings of the 17$^th$ Conference on Database
    Systems for Business, Technology, and Web (BTW ’17)</i>, edited by Norbert Ritter
    et al., vol. P-266, Gesellschaft für Informatik, 2017, pp. 33–40.
  short: 'M. Carnein, L. Homann, H. Trautmann, G. Vossen, K. Kraume, in: N. Ritter,
    H. Schwarz, M. Klettke, A. Thor, O. Kopp, M.W. Bernhard (Eds.), Proceedings of
    the 17$^th$ Conference on Database Systems for Business, Technology, and Web (BTW
    ’17), Gesellschaft für Informatik, Stuttgart, Germany, 2017, pp. 33–40.'
date_created: 2023-08-04T15:06:41Z
date_updated: 2023-10-16T13:36:58Z
department:
- _id: '34'
- _id: '819'
editor:
- first_name: Norbert
  full_name: Ritter, Norbert
  last_name: Ritter
- first_name: Holger
  full_name: Schwarz, Holger
  last_name: Schwarz
- first_name: Meike
  full_name: Klettke, Meike
  last_name: Klettke
- first_name: Andreas
  full_name: Thor, Andreas
  last_name: Thor
- first_name: Oliver
  full_name: Kopp, Oliver
  last_name: Kopp
- first_name: Matthias Wieland
  full_name: Bernhard, Matthias Wieland
  last_name: Bernhard
language:
- iso: eng
page: 33–40
place: Stuttgart, Germany
publication: Proceedings of the 17$^th$ Conference on Database Systems for Business,
  Technology, and Web (BTW ’17)
publication_identifier:
  issn:
  - 978-3-88579-660-2
publisher: Gesellschaft für Informatik
series_title: Lecture Notes in Informatics (LNI)
status: public
title: Customer Service in Social Media — An Empirical Study of the Airline Industry
type: conference
user_id: '15504'
volume: P-266
year: '2017'
...