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An Evaluation of Performance and Competition in Customer Services on Twitter: A UK Telecoms Case Study

Nabeel Albishry, Tom Crick Orcid Logo, Theo Tryfonas Orcid Logo, Tesleem Fagade

Proceedings of The Web Conference 2018, Pages: 1713 - 1720

Swansea University Author: Tom Crick Orcid Logo

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DOI (Published version): 10.1145/3184558.3191631

Abstract

With an increasing number of consumers using social media platforms to share both their satisfaction and displeasure about the products and services they use every day, organisations with a customer service focus are recognising the importance of rapid--and genuine--online engagement with their cust...

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Published in: Proceedings of The Web Conference 2018
ISBN: 978-1-4503-5640-4
Published: Lyon, France ACM 2018
Online Access: https://dl.acm.org/citation.cfm?doid=3184558.3191631
URI: https://cronfa.swan.ac.uk/Record/cronfa43572
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spelling 2022-12-18T17:30:26.1046165 v2 43572 2018-08-27 An Evaluation of Performance and Competition in Customer Services on Twitter: A UK Telecoms Case Study 200c66ef0fc55391f736f6e926fb4b99 0000-0001-5196-9389 Tom Crick Tom Crick true false 2018-08-27 EDUC With an increasing number of consumers using social media platforms to share both their satisfaction and displeasure about the products and services they use every day, organisations with a customer service focus are recognising the importance of rapid--and genuine--online engagement with their customers. In turn, consumers increasingly judge organisations on the quality of customer service and degree of responsiveness to online queries. This paper presents an extensible framework for evaluating direct engagements of customer service teams with customers on Twitter. Furthermore, this framework provides the capability to measure and analyse indirect engagement with industry sector rivals, especially their patterns, frequency and intensity. By applying graph analysis to these Twitter interactions, our framework generates various analytical measures and visual representations, exemplified through a case study based on seven major UK telecoms companies. With a dataset consisting of 15,000 tweets and 3,500 user profiles, the results provide sustained evidence for indirect engagements between business rivals, with customer queries acting as a trigger for intense competition between companies based in the same industry sub-domain. Conference Paper/Proceeding/Abstract Proceedings of The Web Conference 2018 1713 1720 ACM Lyon, France 978-1-4503-5640-4 Customer services, reply chains, graph construction, social network analysis, Twitter, social media 23 4 2018 2018-04-23 10.1145/3184558.3191631 https://dl.acm.org/citation.cfm?doid=3184558.3191631 Social Sensing and Enterprise Intelligence: Towards a Smart Enterprise Transformation COLLEGE NANME Education COLLEGE CODE EDUC Swansea University 2022-12-18T17:30:26.1046165 2018-08-27T10:17:14.3292997 Faculty of Humanities and Social Sciences School of Social Sciences - Education and Childhood Studies Nabeel Albishry 1 Tom Crick 0000-0001-5196-9389 2 Theo Tryfonas 0000-0003-4024-8003 3 Tesleem Fagade 4 0043572-27082018101927.pdf ssei2018-paper842-cameraready.pdf 2018-08-27T10:19:27.4470000 Output 1135006 application/pdf Accepted Manuscript true 2018-08-27T00:00:00.0000000 This paper is published under the Creative Commons Attribution 4.0 International (CC BY 4.0) license. true eng
title An Evaluation of Performance and Competition in Customer Services on Twitter: A UK Telecoms Case Study
spellingShingle An Evaluation of Performance and Competition in Customer Services on Twitter: A UK Telecoms Case Study
Tom Crick
title_short An Evaluation of Performance and Competition in Customer Services on Twitter: A UK Telecoms Case Study
title_full An Evaluation of Performance and Competition in Customer Services on Twitter: A UK Telecoms Case Study
title_fullStr An Evaluation of Performance and Competition in Customer Services on Twitter: A UK Telecoms Case Study
title_full_unstemmed An Evaluation of Performance and Competition in Customer Services on Twitter: A UK Telecoms Case Study
title_sort An Evaluation of Performance and Competition in Customer Services on Twitter: A UK Telecoms Case Study
author_id_str_mv 200c66ef0fc55391f736f6e926fb4b99
author_id_fullname_str_mv 200c66ef0fc55391f736f6e926fb4b99_***_Tom Crick
author Tom Crick
author2 Nabeel Albishry
Tom Crick
Theo Tryfonas
Tesleem Fagade
format Conference Paper/Proceeding/Abstract
container_title Proceedings of The Web Conference 2018
container_start_page 1713
publishDate 2018
institution Swansea University
isbn 978-1-4503-5640-4
doi_str_mv 10.1145/3184558.3191631
publisher ACM
college_str Faculty of Humanities and Social Sciences
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hierarchy_top_id facultyofhumanitiesandsocialsciences
hierarchy_top_title Faculty of Humanities and Social Sciences
hierarchy_parent_id facultyofhumanitiesandsocialsciences
hierarchy_parent_title Faculty of Humanities and Social Sciences
department_str School of Social Sciences - Education and Childhood Studies{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Social Sciences - Education and Childhood Studies
url https://dl.acm.org/citation.cfm?doid=3184558.3191631
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description With an increasing number of consumers using social media platforms to share both their satisfaction and displeasure about the products and services they use every day, organisations with a customer service focus are recognising the importance of rapid--and genuine--online engagement with their customers. In turn, consumers increasingly judge organisations on the quality of customer service and degree of responsiveness to online queries. This paper presents an extensible framework for evaluating direct engagements of customer service teams with customers on Twitter. Furthermore, this framework provides the capability to measure and analyse indirect engagement with industry sector rivals, especially their patterns, frequency and intensity. By applying graph analysis to these Twitter interactions, our framework generates various analytical measures and visual representations, exemplified through a case study based on seven major UK telecoms companies. With a dataset consisting of 15,000 tweets and 3,500 user profiles, the results provide sustained evidence for indirect engagements between business rivals, with customer queries acting as a trigger for intense competition between companies based in the same industry sub-domain.
published_date 2018-04-23T03:54:49Z
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score 11.037581

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