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Tweeting the Friendly Skies: Investigating Information Exchange among Twitter Users about Airlines

Sreenivasan, Nirupama Dharmavaram ; Lee, Chei Sian ; Goh, Dion Hoe-Lian

Program: Electronic Library and Information Systems, 2012, Vol.46(1), p.21 [Tạp chí có phản biện]

ISSN: 0033-0337 ; E-ISSN: 1758-7301 ; DOI: 10.1108/00330331211204548

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  • Nhan đề:
    Tweeting the Friendly Skies: Investigating Information Exchange among Twitter Users about Airlines
  • Tác giả: Sreenivasan, Nirupama Dharmavaram ; Lee, Chei Sian ; Goh, Dion Hoe-Lian
  • Chủ đề: Foreign Countries ; Content Analysis ; Internet ; Feedback (Response) ; Computer Mediated Communication ; Social Networks ; Electronic Publishing ; Web Sites ; Telecommunications ; Handheld Devices ; Air Transportation ; Library & Information Science
  • Là 1 phần của: Program: Electronic Library and Information Systems, 2012, Vol.46(1), p.21
  • Mô tả: Purpose: The purpose of this study is to investigate airline users' microblog postings pertaining to their travel-related information exchange so as to assess their wants, preferences and feedback about airline products and services. Examining such real-time information exchange is important as users rely on this for various purposes such as seeking help and evaluating the airline services before purchasing. Design/methodology/approach: This study uses Twitter, a popular microblog service. An analysis of 8,978 postings that mention three specific airlines--i.e. Malaysia Airlines, Jet Blue and Southwest--as well as 260 airline postings on their official Twitter accounts is undertaken. The types of postings were ascertained via content analysis. Additionally, the postings were also analyzed to uncover types of communication exchanges between airlines and their users. Findings: The findings suggest that microblogs were primarily used to share compliments, while airlines used microblogs...
  • Ngôn ngữ: English
  • Số nhận dạng: ISSN: 0033-0337 ; E-ISSN: 1758-7301 ; DOI: 10.1108/00330331211204548

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