"What does the customer want to tell us?" - An automated classification approach for social media posts at SMEs. - University of Regensburg Publication Server

URN to cite this document:: urn:nbn:de:bvb:355-epub-358920
DOI to cite this document:: 10.5283/epub.35892

Schwaiger, Josef Michael ; Lang, Markus ; Johannsen, Florian ; Leist, Susanne

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Date of publication of this fulltext: 12 Jul 2017 07:45

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Item type:	Conference or workshop item (Paper)
ISBN:	978-989-207655
Title of Book:	Proceedings of the 25th European Conference on Information Systems (ECIS), Guimarães, Portugal, June 5-10, 2017
Publisher:	AIS Electronic Library (AISeL)
Page Range:	pp. 2034-2050
Date:	June 2017
Additional Information (public):	Research Papers
Institutions:	Business, Economics and Information Systems > Institut für Wirtschaftsinformatik > Lehrstuhl für Wirtschaftsinformatik III - Business Engineering (Prof. Dr. Susanne Leist) Informatics and Data Science > Department Information Systems > Lehrstuhl für Wirtschaftsinformatik III - Business Engineering (Prof. Dr. Susanne Leist)
Keywords:	Social Media, Classification, Small and Medium-Sized Enterprise
Dewey Decimal Classification:	000 Computer science, information & general works > 004 Computer science
Status:	Published
Refereed:	Yes, this version has been refereed
Created at the University of Regensburg:	Yes
Item ID:	35892

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Abstract

Social media posts created by customers capture a lot of business relevant information for decision-makers, e.g., current consumer expectations on products and services. For that purpose, the social media posts need to be analyzed thoroughly. In this respect, a topic-related classification facilitates managerial decision-making because business-relevant topics, social media users discuss about, ...