Uncovering customer service experiences with Twitter: the case of airline industry

Author： Misopoulos Fotis   Mitic Miljana   Kapoulas Alexandros   Karapiperis Christos  

Publisher： Emerald Group Publishing Ltd

ISSN： 0025-1747

Source： Management Decision, Vol.52, Iss.4, 2014-05, pp. : 705-723

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