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

URN to cite this document:
urn:nbn:de:bvb:355-epub-358920
Schwaiger, Josef Michael ; Lang, Markus ; Johannsen, Florian ; Leist, Susanne
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Date of publication of this fulltext: 12 Jul 2017 07:45


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, ...

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