JOURNAL ARTICLE

A netnographic study with social media comments for investigating service failures.

  • Published In: Family & Consumer Sciences Research Journal, 2023, v. 52, n. 1. P. 53 1 of 3

  • Database: Business Source Ultimate 2 of 3

  • Authored By: Kim, Haeok Liz; Park, Seunghyun "Brian" 3 of 3

Abstract

This study demonstrates a netnographic study to investigate airline service failure types and to test differences of linguistic patterns among complaint types on social media user comments. User comments in an airline's Facebook community were scraped and service failure types were systematically classified with the measurement developed by thematic coding and literature review. The results presented frequently occurring service failure categories in airline service operations. A T‐Test was conducted to confirm the significant differences in linguistic characteristics between complaint comments and non‐complaint comments. Word frequency analysis showed distinctive word themes between the two comment groups. Research and managerial implications were provided. [ABSTRACT FROM AUTHOR]

Additional Information

  • Source:Family & Consumer Sciences Research Journal. 2023/09, Vol. 52, Issue 1, p53
  • Document Type:Article
  • Subject Area:Sociology
  • Publication Date:2023
  • ISSN:1077-727X
  • DOI:10.1111/fcsr.12489
  • Accession Number:171349506
  • Copyright Statement:Copyright of Family & Consumer Sciences Research Journal is the property of Wiley-Blackwell and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

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