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5. Webcare strategies by PT operators. An analysis of conversations on Twitter with three public transport operators.

Author

VAN OS, RENÉE, HACHMANG, DAPHNE, and VAN DER POOL, ELS

Subjects
PUBLIC transit, MOTOR vehicle drivers, CONTENT analysis, CUSTOMER services, CONVERSATION analysis
Abstract

This article reports on a content analysis of conversations between travelers (consumers) and three Dutch PT operators (organizations), investigating the relation between the use of ten different webcare strategies and (1) reasons and sentiment with which a traveler starts a conversation with a PT company (2) the change in sentiment during the conversation. [ABSTRACT FROM AUTHOR]

Published
2016

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