Social Media

Chronic Complainers or Increased Awareness? The Dynamics of Social Media Customer Service

( Under Review ) Despite that social media has become a promising alternative to traditional call centers due to its low complaint handling cost, managers hesitate to fully harness its power because they worry that active service intervention may …

The Value of Humanization in Customer Service

( Under Review ) Recent advances in information technologies have put customer service, especially text-based ones, at the forefront of a new wave of service automation. As algorithms become increasingly capable of handling customer service queries, …