Social Media Analytics in Customer Service: A Literature Overview - An Overview of Literature and Metrics Regarding Social Media Analysis in Customer Service

Volker Stich, Roman Emonts-Holley, Roman Senderek. Social Media Analytics in Customer Service: A Literature Overview - An Overview of Literature and Metrics Regarding Social Media Analysis in Customer Service. In Valérie Monfort, Karl-Heinz Krempels, Tim A. Majchrzak, Ziga Turk, editors, WEBIST 2015 - Proceedings of the 11th International Conference on Web Information Systems and Technologies, Lisbon, Portugal, 20-22 May, 2015. pages 335-344, SciTePress, 2015. [doi]

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