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Webcare strategies by PT operators. An analysis of conversations on Twitter with three public transport operators.
- Source :
- Tijdschrift voor Communicatiewetenschap; 2016, Vol. 44 Issue 3, p289-289, 1/3p
- Publication Year :
- 2016
-
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]
Details
- Language :
- English
- ISSN :
- 13846930
- Volume :
- 44
- Issue :
- 3
- Database :
- Complementary Index
- Journal :
- Tijdschrift voor Communicatiewetenschap
- Publication Type :
- Academic Journal
- Accession number :
- 118437681