Handling complaints on social network sites – An analysis of complaints and complaint responses on Facebook and Twitter pages of large US companies

Einwiller, Sabine; Steilen, Sarah

doi:10.1016/j.pubrev.2014.11.012

Cited by 206 publications

(191 citation statements)

References 43 publications

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“…Layanan online seperti sosial media memberikan kesempatan pelanggan untuk menyampaikan keluhan secara mudah dan cepat (Ding & Lii, 2016). Sosial media telah banyak digunakan perusahaan sebagai layanan pelanggan (Menne & Halova 2013;Einwiller & Steilen 2015).…”

Section: Pendahuluanunclassified

“…Selanjutnya Einwiller & Steilen (2015) menganalisis bagaimana perusahaan skala besar menangani keluhan di halaman sosial media perusahaan. Diketahui bahwa tidak sepenuhnya perusahaan bersedia untuk berinteraksi melalui sosial media, perusahaan cenderung mengarahkan pelanggan menghubungi perusahaan melalui media lainnya, menghubungkan pelanggan kepada seseorang yang dapat memberikan solusi atas masalah yang disampaikan.…”

Section: Literatur Reviewunclassified

“…Sejalan dengan Einwiller & Steilen (2015), hasil menunjukkan bahwa keluhan yang disampaikan sebagian besar terkait dengan produk atau layanan perusahaan. Pertanyaan mengenai paket yang ditawarkan merupakan jenis pertanyaan yang paling banyak diajukan mencapai 18,39%.…”

Section: ) Interaksi Pelangganunclassified

“…Keluhan adalah ekpresi ketidakpuasan tentang kesalahan sebuah organisasi/perusahaan (Einwiller & Steilen, 2015). Namun, tidak semua keluhan memiliki arti negatif bagi perusahaan.…”

Section: ) Interaksi Pelangganunclassified

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Analisis Komunikasi Sosial Media Twitter sebagai Saluran Layanan Pelanggan Provider Internet dan Seluler di Indonesia

Setiawan

Setyohadi

2017

JISEBI

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Abstrak-Penggunaan sosial media sebagai layanan pelanggan memberikan banyak keuntungan bagi perusahaan. Pelanggan dapat menyampaikan keluhan, komentar, dan saran kepada perusahaan dengan mudah dan cepat. Namun tidak semua perusahaan yang menggunakan sosial media untuk meningkatkan layanan pelanggan memahami dengan baik interaksi yang terjadi yang melibatkan pelanggan. Penelitian ini mengidentifikasi interaksi yang terjadi antara pelanggan dan perusahaan melalui layanan pelanggan di lingkungan sosial media Twitter. Metode netnography digunakan untuk mengetahui bagaimana interaksi pelanggan dan perilaku perusahaan dalam berinteraksi. Hasil penelitian menunjukkan terdapat tiga kelompok utama interaksi pelanggan, yaitu keluhan (42,20%), komentar (35,55%) dan pertanyaan (22,25%). Selain itu hasil penelitian menunjukkan perilaku perusahaan yang menggunakan pendekatan personal dan bersahabat dalam berinteraksi dengan pelanggan. Kata Kunci-Layanan Pelanggan, Netnography, Sosial MediaAbstract-The use of social media as a customer service provides many advantages for the organizations. Customers can voice their complaints, comments, and suggestions to the organizations with easy and fast way. However, not all organizations that used social media to improve customer service understand about their interactions with customers. This study explores interactions that occur between customers and organization in Twitter environment. The netnography method is utilized to identify customer interactions and organizational behaviors. The results indicate that there are three types of customer interactions, complaints (42.20%), comments (35.55%) and questions (22.25%). In addition, the organization uses personal and friendly approach to interact with customers.

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Section: Pendahuluanunclassified

Section: Literatur Reviewunclassified

Section: ) Interaksi Pelangganunclassified

“…Keluhan adalah ekpresi ketidakpuasan tentang kesalahan sebuah organisasi/perusahaan (Einwiller & Steilen, 2015). Namun, tidak semua keluhan memiliki arti negatif bagi perusahaan.…”

Section: ) Interaksi Pelangganunclassified

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Analisis Komunikasi Sosial Media Twitter sebagai Saluran Layanan Pelanggan Provider Internet dan Seluler di Indonesia

Setiawan

Setyohadi

2017

JISEBI

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“…In so doing, we developed an FWA with social media information, which is particularly important in today's internet environment. In the internet environment, social media information provides numerous possibilities for consumers and other stakeholders to voice their opinions [26]. Therefore, the voice of social media information can be considered to assist in decision-making [27,28].…”

Section: Introductionmentioning

confidence: 99%

Green Suppliers Performance Evaluation in Belt and Road Using Fuzzy Weighted Average with Social Media Information

et al. 2017

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A decision model for selecting a suitable supplier is a key to reducing the environmental impact in green supply chain management for high-tech companies. Traditional fuzzy weight average (FWA) adopts linguistic variable to determine weight by experts. However, the weights of FWA have not considered the public voice, meaning the viewpoints of consumers in green supply chain management. This paper focuses on developing a novel decision model for green supplier selection in the One Belt and One Road (OBOR) initiative through a fuzzy weighted average approach with social media. The proposed decision model uses the membership grade of the criteria and sub-criteria and its relative weights, which consider the volume of social media, to establish an analysis matrix of green supplier selection. Then, the proposed fuzzy weighted average approach is considered as an aggregating tool to calculate a synthetic score for each green supplier in the Belt and Road initiative. The final score of the green supplier is ordered by a non-fuzzy performance value ranking method to help the consumer make a decision. A case of green supplier selection in the light-emitting diode (LED) industry is used to demonstrate the proposed decision model. The findings demonstrate (1) the consumer's main concerns are the "Quality" and "Green products" in LED industry, hence, the ranking of suitable supplier in FWA with social media information model obtained the difference result with tradition FWA; (2) OBOR in the LED industry is not fervently discussed in searches of Google and Twitter; and (3) the FWA with social media information could objectively analyze the green supplier selection because the novel model considers the viewpoints of the consumer.

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Consumer Engagement in the Digital Era

Weitzl¹,

Einwiller²

2018

The Handbook of Communication Engagement

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Handling complaints on social network sites – An analysis of complaints and complaint responses on Facebook and Twitter pages of large US companies

Cited by 206 publications

References 43 publications

Analisis Komunikasi Sosial Media Twitter sebagai Saluran Layanan Pelanggan Provider Internet dan Seluler di Indonesia

Analisis Komunikasi Sosial Media Twitter sebagai Saluran Layanan Pelanggan Provider Internet dan Seluler di Indonesia

Green Suppliers Performance Evaluation in Belt and Road Using Fuzzy Weighted Average with Social Media Information

Consumer Engagement in the Digital Era

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