Examining customer perception and behaviour through social media research – An empirical study of the United Airlines overbooking crisis

Ma, Jie, Tse, Ying Kei, Wang, Xiaojun and Zhang, Minhao (2019) Examining customer perception and behaviour through social media research – An empirical study of the United Airlines overbooking crisis. Transportation Research Part E: Logistics and Transportation Review, 127. pp. 192-205. ISSN 1366-5545

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Official URL: https://doi.org/10.1016/j.tre.2019.05.004

Abstract

Airlines have been adopting yield management to optimise the perishable seat control problem and overbooking is a common strategy. This study outlines the connections between yield management, crises, and crisis communication. Using big data captured on a social media platform, this study aims to combine traditional yield management with emerging social big data analytics. As part of this, we use the twitter data on the 2017 United Airline (UA) to analyse the overbooking crisis. Our findings shed light on the importance of a more effective orchestration of yield management to avoid the escalation of crises during crisis communication phases.

Item Type: Article
Uncontrolled Keywords: Social media big data, Customer behaviour, Image repair, Crisis communication Twitter mining
Subjects: H200 Civil Engineering
N100 Business studies
N200 Management studies
N800 Tourism, Transport and Travel
Department: Faculties > Business and Law > Newcastle Business School
Depositing User: Elena Carlaw
Date Deposited: 06 Jun 2019 08:45
Last Modified: 19 Nov 2019 09:46
URI: http://nrl.northumbria.ac.uk/id/eprint/39516

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