{"id":"https://openalex.org/W3165144846","doi":"https://doi.org/10.1108/dta-09-2018-0087","title":"Applying sentiment analytics to examine social media crises: a case study of United Airline's crisis in 2017","display_name":"Applying sentiment analytics to examine social media crises: a case study of United Airline's crisis in 2017","publication_year":2021,"publication_date":"2021-05-26","ids":{"openalex":"https://openalex.org/W3165144846","doi":"https://doi.org/10.1108/dta-09-2018-0087","mag":"3165144846"},"language":"en","primary_location":{"id":"doi:10.1108/dta-09-2018-0087","is_oa":false,"landing_page_url":"https://doi.org/10.1108/dta-09-2018-0087","pdf_url":null,"source":{"id":"https://openalex.org/S4210171756","display_name":"Data Technologies and Applications","issn_l":"2514-9288","issn":["2514-9288","2514-9318"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Data Technologies and Applications","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5103016246","display_name":"Xin Tian","orcid":"https://orcid.org/0000-0002-0377-0639"},"institutions":[{"id":"https://openalex.org/I172980758","display_name":"Kennesaw State University","ror":"https://ror.org/00jeqjx33","country_code":"US","type":"education","lineage":["https://openalex.org/I172980758"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Xin Tian","raw_affiliation_strings":["Information Technology, Kennesaw State University, Marietta, Georgia, USA"],"raw_orcid":"https://orcid.org/0000-0002-0377-0639","affiliations":[{"raw_affiliation_string":"Information Technology, Kennesaw State University, Marietta, Georgia, USA","institution_ids":["https://openalex.org/I172980758"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5082039703","display_name":"Wu He","orcid":"https://orcid.org/0000-0002-4699-7710"},"institutions":[{"id":"https://openalex.org/I81365321","display_name":"Old Dominion University","ror":"https://ror.org/04zjtrb98","country_code":"US","type":"education","lineage":["https://openalex.org/I81365321"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Wu He","raw_affiliation_strings":["Old Dominion University, Norfolk, Virginia, USA"],"raw_orcid":"https://orcid.org/0000-0002-4699-7710","affiliations":[{"raw_affiliation_string":"Old Dominion University, Norfolk, Virginia, USA","institution_ids":["https://openalex.org/I81365321"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5080038508","display_name":"Feng\u2010Kwei Wang","orcid":"https://orcid.org/0000-0003-1281-3511"},"institutions":[{"id":"https://openalex.org/I169090423","display_name":"Tunghai University","ror":"https://ror.org/00zhvdn11","country_code":"TW","type":"education","lineage":["https://openalex.org/I169090423"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Feng-Kwei Wang","raw_affiliation_strings":["Tunghai University, Taichung, Taiwan"],"raw_orcid":"https://orcid.org/0000-0003-1281-3511","affiliations":[{"raw_affiliation_string":"Tunghai University, Taichung, Taiwan","institution_ids":["https://openalex.org/I169090423"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.1195,"has_fulltext":false,"cited_by_count":12,"citation_normalized_percentile":{"value":0.82042667,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"56","issue":"1","first_page":"1","last_page":"23"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11121","display_name":"Public Relations and Crisis Communication","score":0.9987999796867371,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10064","display_name":"Complex Network Analysis Techniques","score":0.9969000220298767,"subfield":{"id":"https://openalex.org/subfields/3109","display_name":"Statistical and Nonlinear Physics"},"field":{"id":"https://openalex.org/fields/31","display_name":"Physics and Astronomy"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/social-media","display_name":"Social media","score":0.8258421421051025},{"id":"https://openalex.org/keywords/sentiment-analysis","display_name":"Sentiment analysis","score":0.7305439710617065},{"id":"https://openalex.org/keywords/social-media-analytics","display_name":"Social media analytics","score":0.7120474576950073},{"id":"https://openalex.org/keywords/originality","display_name":"Originality","score":0.6479319930076599},{"id":"https://openalex.org/keywords/valence","display_name":"Valence (chemistry)","score":0.6376746296882629},{"id":"https://openalex.org/keywords/crisis-communication","display_name":"Crisis communication","score":0.6231231689453125},{"id":"https://openalex.org/keywords/analytics","display_name":"Analytics","score":0.4624379575252533},{"id":"https://openalex.org/keywords/arousal","display_name":"Arousal","score":0.42000195384025574},{"id":"https://openalex.org/keywords/public-opinion","display_name":"Public opinion","score":0.4150722622871399},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.4002309739589691},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.3765926957130432},{"id":"https://openalex.org/keywords/public-relations","display_name":"Public relations","score":0.37289896607398987},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3646388053894043},{"id":"https://openalex.org/keywords/advertising","display_name":"Advertising","score":0.33603736758232117},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.2632267475128174},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.1854313611984253},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.16482317447662354},{"id":"https://openalex.org/keywords/politics","display_name":"Politics","score":0.16413730382919312},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.0716724693775177}],"concepts":[{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.8258421421051025},{"id":"https://openalex.org/C66402592","wikidata":"https://www.wikidata.org/wiki/Q2271421","display_name":"Sentiment analysis","level":2,"score":0.7305439710617065},{"id":"https://openalex.org/C2778729106","wikidata":"https://www.wikidata.org/wiki/Q1140126","display_name":"Social media analytics","level":3,"score":0.7120474576950073},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.6479319930076599},{"id":"https://openalex.org/C168900304","wikidata":"https://www.wikidata.org/wiki/Q171407","display_name":"Valence (chemistry)","level":2,"score":0.6376746296882629},{"id":"https://openalex.org/C2776058685","wikidata":"https://www.wikidata.org/wiki/Q378874","display_name":"Crisis communication","level":2,"score":0.6231231689453125},{"id":"https://openalex.org/C79158427","wikidata":"https://www.wikidata.org/wiki/Q485396","display_name":"Analytics","level":2,"score":0.4624379575252533},{"id":"https://openalex.org/C36951298","wikidata":"https://www.wikidata.org/wiki/Q379784","display_name":"Arousal","level":2,"score":0.42000195384025574},{"id":"https://openalex.org/C134698397","wikidata":"https://www.wikidata.org/wiki/Q17946","display_name":"Public opinion","level":3,"score":0.4150722622871399},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.4002309739589691},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3765926957130432},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.37289896607398987},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3646388053894043},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.33603736758232117},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.2632267475128174},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.1854313611984253},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.16482317447662354},{"id":"https://openalex.org/C94625758","wikidata":"https://www.wikidata.org/wiki/Q7163","display_name":"Politics","level":2,"score":0.16413730382919312},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0716724693775177},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C11012388","wikidata":"https://www.wikidata.org/wiki/Q170658","display_name":"Creativity","level":2,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1108/dta-09-2018-0087","is_oa":false,"landing_page_url":"https://doi.org/10.1108/dta-09-2018-0087","pdf_url":null,"source":{"id":"https://openalex.org/S4210171756","display_name":"Data Technologies and Applications","issn_l":"2514-9288","issn":["2514-9288","2514-9318"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Data Technologies and Applications","raw_type":"journal-article"},{"id":"pmh:oai:digitalcommons.kennesaw.edu:facpubs-7336","is_oa":false,"landing_page_url":"https://digitalcommons.kennesaw.edu/facpubs/6172","pdf_url":null,"source":{"id":"https://openalex.org/S4377196456","display_name":"DigitalCommons - Kennesaw State University (Kennesaw State University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I172980758","host_organization_name":"Kennesaw State University","host_organization_lineage":["https://openalex.org/I172980758"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Faculty Articles","raw_type":"text"},{"id":"pmh:oai:digitalcommons.kennesaw.edu:facpubs-7902","is_oa":false,"landing_page_url":"https://digitalcommons.kennesaw.edu/facpubs/6726","pdf_url":null,"source":{"id":"https://openalex.org/S4377196456","display_name":"DigitalCommons - Kennesaw State University (Kennesaw State University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I172980758","host_organization_name":"Kennesaw State University","host_organization_lineage":["https://openalex.org/I172980758"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Faculty and Research Publications","raw_type":"text"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":56,"referenced_works":["https://openalex.org/W264248106","https://openalex.org/W1513398909","https://openalex.org/W1603102051","https://openalex.org/W1731771962","https://openalex.org/W1907912054","https://openalex.org/W1947985544","https://openalex.org/W1971051581","https://openalex.org/W1976853990","https://openalex.org/W1992777957","https://openalex.org/W2000588299","https://openalex.org/W2019751136","https://openalex.org/W2031624596","https://openalex.org/W2033609349","https://openalex.org/W2035265584","https://openalex.org/W2036127690","https://openalex.org/W2036537468","https://openalex.org/W2038443585","https://openalex.org/W2040467972","https://openalex.org/W2049322510","https://openalex.org/W2050837137","https://openalex.org/W2051990174","https://openalex.org/W2054207112","https://openalex.org/W2066064791","https://openalex.org/W2067767241","https://openalex.org/W2076684951","https://openalex.org/W2078630890","https://openalex.org/W2087562021","https://openalex.org/W2138794141","https://openalex.org/W2139079766","https://openalex.org/W2141902981","https://openalex.org/W2141975087","https://openalex.org/W2149628368","https://openalex.org/W2154007212","https://openalex.org/W2160660844","https://openalex.org/W2162010436","https://openalex.org/W2171689662","https://openalex.org/W2271153056","https://openalex.org/W2300884049","https://openalex.org/W2325763053","https://openalex.org/W2339570520","https://openalex.org/W2475934742","https://openalex.org/W2530087387","https://openalex.org/W2551670547","https://openalex.org/W2759862312","https://openalex.org/W2790222432","https://openalex.org/W2945552109","https://openalex.org/W2964764005","https://openalex.org/W2981782205","https://openalex.org/W2989105183","https://openalex.org/W3008350594","https://openalex.org/W3034271081","https://openalex.org/W3042229470","https://openalex.org/W3082058735","https://openalex.org/W3091500537","https://openalex.org/W3125264913","https://openalex.org/W4205184193"],"related_works":["https://openalex.org/W2548633793","https://openalex.org/W2941935829","https://openalex.org/W2252197266","https://openalex.org/W3095817971","https://openalex.org/W2948425927","https://openalex.org/W2791056613","https://openalex.org/W4236882189","https://openalex.org/W2780630517","https://openalex.org/W4285232681","https://openalex.org/W4212961604"],"abstract_inverted_index":{"Purpose":[0],"In":[1],"recent":[2],"years,":[3],"social":[4,43,52,70,82,102,114,126,140,183,211,226],"media":[5,53,71,83,103,115,127,141,184,212,227],"crises":[6,142],"occurred":[7],"more":[8,10],"and":[9,20,40,94,146,163,186,198],"often,":[11],"which":[12],"negatively":[13],"affect":[14],"the":[15,58,137,155,161,164,170,180,188,195,203,206,230],"reputations":[16],"of":[17,55,60,139,173,202],"individuals,":[18],"businesses":[19],"communities.":[21],"During":[22],"each":[23],"crisis,":[24],"numerous":[25],"users":[26],"either":[27],"participated":[28],"in":[29,182,229],"online":[30],"discussion":[31],"or":[32],"widely":[33],"spread":[34],"crisis-related":[35],"information":[36,216],"to":[37,49,64,79,86,100,120,135,150,178,193,209],"their":[38],"friends":[39],"followers":[41],"on":[42],"media.":[44],"By":[45],"applying":[46],"sentiment":[47,77,116,131,204],"analysis":[48,117],"study":[50,75,111,168],"a":[51,81,125,151,210,221,225],"crisis":[54,84,128,152,156,228],"airline":[56,87],"carriers,":[57],"purpose":[59],"this":[61],"research":[62,110],"is":[63,118,218],"help":[65],"companies":[66],"take":[67],"measure":[68,194],"against":[69],"crises.":[72],"Design/methodology/approach":[73],"This":[74,109,167],"used":[76,169],"analytics":[78],"examine":[80],"related":[85],"carriers.":[88],"The":[89,130,200],"arousal,":[90],"valence,":[91],"negative,":[92],"positive":[93],"eight":[95],"emotional":[96],"sentiments":[97],"were":[98],"applied":[99],"analyze":[101],"data":[104,185],"collected":[105],"from":[106],"Twitter.":[107],"Findings":[108],"found":[112],"that":[113],"useful":[119],"monitor":[121],"public":[122,207],"reaction":[123,208],"after":[124],"arises.":[129],"results":[132],"are":[133],"able":[134],"reflect":[136],"development":[138],"quite":[143],"well.":[144],"Proper":[145],"timely":[147],"response":[148],"strategies":[149],"can":[153],"mitigate":[154],"through":[157],"effective":[158],"communication":[159],"with":[160,190],"customers":[162],"public.":[165],"Originality/value":[166],"Affective":[171],"Norms":[172],"English":[174],"Words":[175],"(ANEW)":[176],"dictionary":[177],"classify":[179],"words":[181,189],"assigned":[187],"two":[191],"elements":[192],"emotions:":[196],"valence":[197],"arousal.":[199],"intensity":[201],"determines":[205],"crisis.":[213],"An":[214],"opinion-oriented":[215],"system":[217],"proposed":[219],"as":[220],"solution":[222],"for":[223],"resolving":[224],"paper.":[231]},"counts_by_year":[{"year":2025,"cited_by_count":4},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}