Social Media

The Emergence and Evolution of Social Media Customer Service

Social media has become an essential channel for customer service. On the one hand, it provides great opportunities for firms to directly engage with customers and to publicly resolve problems. On the other hand, the publicity puts firms under …

Enriched Information Representation and Customer Brand Engagement - Evidence from Facebook

Customer brand engagement has been a widely-recognized topic that draws attention from business practitioners and academic researchers. Existing studies focus extensively on the characteristics of firm posts that could affect brand engagement. This …