{"id":"https://openalex.org/W2799109472","doi":"https://doi.org/10.1145/3184558.3191631","title":"An Evaluation of Performance and Competition in Customer Services on Twitter","display_name":"An Evaluation of Performance and Competition in Customer Services on Twitter","publication_year":2018,"publication_date":"2018-01-01","ids":{"openalex":"https://openalex.org/W2799109472","doi":"https://doi.org/10.1145/3184558.3191631","mag":"2799109472"},"language":"en","primary_location":{"id":"doi:10.1145/3184558.3191631","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3184558.3191631","pdf_url":"http://dl.acm.org/ft_gateway.cfm?id=3191631&type=pdf","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Companion of the The Web Conference 2018 on The Web Conference 2018 - WWW '18","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"http://dl.acm.org/ft_gateway.cfm?id=3191631&type=pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5077378188","display_name":"Nabeel Albishry","orcid":"https://orcid.org/0000-0002-1231-4491"},"institutions":[{"id":"https://openalex.org/I36234482","display_name":"University of Bristol","ror":"https://ror.org/0524sp257","country_code":"GB","type":"education","lineage":["https://openalex.org/I36234482"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"Nabeel Albishry","raw_affiliation_strings":["University of Bristol, Bristol, United Kingdom"],"affiliations":[{"raw_affiliation_string":"University of Bristol, Bristol, United Kingdom","institution_ids":["https://openalex.org/I36234482"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5015452463","display_name":"Tom Crick","orcid":"https://orcid.org/0000-0001-5196-9389"},"institutions":[{"id":"https://openalex.org/I39586589","display_name":"Swansea University","ror":"https://ror.org/053fq8t95","country_code":"GB","type":"education","lineage":["https://openalex.org/I39586589"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Tom Crick","raw_affiliation_strings":["Swansea University, Swansea, United Kingdom"],"affiliations":[{"raw_affiliation_string":"Swansea University, Swansea, United Kingdom","institution_ids":["https://openalex.org/I39586589"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5084471326","display_name":"Theo Tryfonas","orcid":"https://orcid.org/0000-0003-4024-8003"},"institutions":[{"id":"https://openalex.org/I36234482","display_name":"University of Bristol","ror":"https://ror.org/0524sp257","country_code":"GB","type":"education","lineage":["https://openalex.org/I36234482"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Theo Tryfonas","raw_affiliation_strings":["University of Bristol, Bristol, United Kingdom"],"affiliations":[{"raw_affiliation_string":"University of Bristol, Bristol, United Kingdom","institution_ids":["https://openalex.org/I36234482"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5038378458","display_name":"Tesleem Fagade","orcid":null},"institutions":[{"id":"https://openalex.org/I36234482","display_name":"University of Bristol","ror":"https://ror.org/0524sp257","country_code":"GB","type":"education","lineage":["https://openalex.org/I36234482"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Tesleem Fagade","raw_affiliation_strings":["University of Bristol, Bristol, United Kingdom"],"affiliations":[{"raw_affiliation_string":"University of Bristol, Bristol, United Kingdom","institution_ids":["https://openalex.org/I36234482"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5077378188"],"corresponding_institution_ids":["https://openalex.org/I36234482"],"apc_list":null,"apc_paid":null,"fwci":0.3014,"has_fulltext":true,"cited_by_count":2,"citation_normalized_percentile":{"value":0.54003593,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":null,"issue":null,"first_page":"1713","last_page":"1720"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10064","display_name":"Complex Network Analysis Techniques","score":0.9986000061035156,"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"}},"topics":[{"id":"https://openalex.org/T10064","display_name":"Complex Network Analysis Techniques","score":0.9986000061035156,"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"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.998199999332428,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"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/T10557","display_name":"Social Media and Politics","score":0.9836999773979187,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/competition","display_name":"Competition (biology)","score":0.6217827200889587},{"id":"https://openalex.org/keywords/social-media","display_name":"Social media","score":0.5702217221260071},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.5535250902175903},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.528667688369751},{"id":"https://openalex.org/keywords/customer-engagement","display_name":"Customer engagement","score":0.5207095742225647},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4951240122318268},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.4893729090690613},{"id":"https://openalex.org/keywords/focus","display_name":"Focus (optics)","score":0.41744983196258545},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.41367560625076294},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.400034099817276},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.2695886194705963}],"concepts":[{"id":"https://openalex.org/C91306197","wikidata":"https://www.wikidata.org/wiki/Q45767","display_name":"Competition (biology)","level":2,"score":0.6217827200889587},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.5702217221260071},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5535250902175903},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.528667688369751},{"id":"https://openalex.org/C2776915394","wikidata":"https://www.wikidata.org/wiki/Q5196451","display_name":"Customer engagement","level":3,"score":0.5207095742225647},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4951240122318268},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4893729090690613},{"id":"https://openalex.org/C192209626","wikidata":"https://www.wikidata.org/wiki/Q190909","display_name":"Focus (optics)","level":2,"score":0.41744983196258545},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.41367560625076294},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.400034099817276},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.2695886194705963},{"id":"https://openalex.org/C120665830","wikidata":"https://www.wikidata.org/wiki/Q14620","display_name":"Optics","level":1,"score":0.0},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","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/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1145/3184558.3191631","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3184558.3191631","pdf_url":"http://dl.acm.org/ft_gateway.cfm?id=3191631&type=pdf","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Companion of the The Web Conference 2018 on The Web Conference 2018 - WWW '18","raw_type":"proceedings-article"},{"id":"pmh:oai:research-information.bris.ac.uk:publications/a7a17446-37a2-481b-b8e2-f9924a58bff8","is_oa":true,"landing_page_url":"https://research-information.bris.ac.uk/en/publications/a7a17446-37a2-481b-b8e2-f9924a58bff8","pdf_url":"https://research-information.bris.ac.uk/ws/files/160546875/p1713_albishry.pdf","source":{"id":"https://openalex.org/S4306400895","display_name":"Bristol Research (University of Bristol)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I36234482","host_organization_name":"University of Bristol","host_organization_lineage":["https://openalex.org/I36234482"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":""},{"id":"pmh:oai:cronfa.swan.ac.uk:cronfa43572","is_oa":true,"landing_page_url":"https://cronfa.swan.ac.uk/Record/cronfa43572","pdf_url":null,"source":{"id":"https://openalex.org/S4306401612","display_name":"Cronfa (Swansea University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I39586589","host_organization_name":"Swansea University","host_organization_lineage":["https://openalex.org/I39586589"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Conference Paper/Proceeding/Abstract"}],"best_oa_location":{"id":"doi:10.1145/3184558.3191631","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3184558.3191631","pdf_url":"http://dl.acm.org/ft_gateway.cfm?id=3191631&type=pdf","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Companion of the The Web Conference 2018 on The Web Conference 2018 - WWW '18","raw_type":"proceedings-article"},"sustainable_development_goals":[],"awards":[],"funders":[{"id":"https://openalex.org/F4320322322","display_name":"King Abdulaziz University","ror":"https://ror.org/02ma4wv74"}],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2799109472.pdf","grobid_xml":"https://content.openalex.org/works/W2799109472.grobid-xml"},"referenced_works_count":24,"referenced_works":["https://openalex.org/W207645982","https://openalex.org/W1022247182","https://openalex.org/W2038549278","https://openalex.org/W2041831540","https://openalex.org/W2058611290","https://openalex.org/W2081556646","https://openalex.org/W2091954440","https://openalex.org/W2122027164","https://openalex.org/W2125910575","https://openalex.org/W2131681506","https://openalex.org/W2132022337","https://openalex.org/W2154518688","https://openalex.org/W2206098133","https://openalex.org/W2513474675","https://openalex.org/W2562505331","https://openalex.org/W2569027122","https://openalex.org/W2592296456","https://openalex.org/W2610882167","https://openalex.org/W2611049140","https://openalex.org/W2611455083","https://openalex.org/W2751448048","https://openalex.org/W2775683773","https://openalex.org/W3099768174","https://openalex.org/W3142464285"],"related_works":["https://openalex.org/W2408876202","https://openalex.org/W3209975098","https://openalex.org/W1983532449","https://openalex.org/W3121310208","https://openalex.org/W2075964274","https://openalex.org/W4234273936","https://openalex.org/W1826177411","https://openalex.org/W2026237340","https://openalex.org/W2980540169","https://openalex.org/W4210623718"],"abstract_inverted_index":{"With":[0,131],"an":[1,65],"increasing":[2],"number":[3],"of":[4,36,52,57,72,135],"consumers":[5,45],"using":[6],"social":[7],"media":[8],"platforms":[9],"to":[10,59,86,106],"share":[11],"both":[12],"their":[13,41,97],"satisfaction":[14],"and":[15,20,55,88,100,116,138],"displeasure":[16],"about":[17],"the":[18,34,50,84,142,167],"products":[19],"services":[21],"they":[22],"use":[23],"every":[24],"day,":[25],"organisations":[26,48],"with":[27,40,76,92,153],"a":[28,121,132,158],"customer":[29,53,73,154],"service":[30,54,74],"focus":[31],"are":[32],"recognising":[33],"importance":[35],"rapid--and":[37],"genuine--online":[38],"engagement":[39,91],"customers.":[42],"In":[43],"turn,":[44],"increasingly":[46],"judge":[47],"on":[49,78,125],"quality":[51],"degree":[56],"responsiveness":[58],"online":[60],"queries.":[61],"This":[62],"paper":[63],"presents":[64],"extensible":[66],"framework":[67,82,111],"for":[68,147,160],"evaluating":[69],"direct":[70],"engagements":[71,149],"teams":[75],"customers":[77],"Twitter.":[79],"Furthermore,":[80],"this":[81],"provides":[83],"capability":[85],"measure":[87],"analyse":[89],"indirect":[90,148],"industry":[93,169],"sector":[94],"rivals,":[95,152],"especially":[96],"patterns,":[98],"frequency":[99],"intensity.":[101],"By":[102],"applying":[103],"graph":[104],"analysis":[105],"these":[107],"Twitter":[108],"interactions,":[109],"our":[110],"generates":[112],"various":[113],"analytical":[114],"measures":[115],"visual":[117],"representations,":[118],"exemplified":[119],"through":[120],"case":[122],"study":[123],"based":[124,165],"seven":[126],"major":[127],"UK":[128],"telecoms":[129],"companies.":[130],"dataset":[133],"consisting":[134],"15,000":[136],"tweets":[137],"3,500":[139],"user":[140],"profiles,":[141],"results":[143],"provide":[144],"sustained":[145],"evidence":[146],"between":[150,163],"business":[151],"queries":[155],"acting":[156],"as":[157],"trigger":[159],"intense":[161],"competition":[162],"companies":[164],"in":[166],"same":[168],"sub-domain.":[170]},"counts_by_year":[{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
