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Modelling User Experience, Emotions and Concerns for Predicting Firm Response-the Case of Low-Cost Carriers During Pandemic

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The Role of Digital Technologies in Shaping the Post-Pandemic World (I3E 2022)

Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 13454))

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Abstract

The customers use social media platforms to share their grievances and unresolved concerns about a product or service. This behaviour was rampant during the ongoing pandemic, COVID-19. The airline industry could not handle the uncertainties and manage the customer distress. The extant research on how airlines could address social media grievances needs further enrichment. The present paper presents a model of low-cost carriers (LCCs) response to social media customer complaints. It uses content analysis, followed by logistic regression for the model verification. Results highlighted that the type of complainer, emotions, lockdown situation, complain text, and complain concerns can impact the firm’s response. The paper contributes to understanding firms’ responses to social media customer complaints.

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Author information

Authors and Affiliations

  1. Bharti School of Telecommunication Technology and Management, Indian Institute of Technology Delhi, New Delhi, India

    Shagun Sarraf

  2. Department of Management Studies, Indian Institute of Technology Delhi, New Delhi, India

    P. Vigneswara Ilavarsana, Agam Gupta & Arpan Kumar Kar

Authors
  1. Shagun Sarraf
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  2. P. Vigneswara Ilavarsana
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  3. Agam Gupta
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  4. Arpan Kumar Kar
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Corresponding author

Correspondence to Shagun Sarraf .

Editor information

Editors and Affiliations

  1. Newcastle University Business School, Newcastle upon Tyne, UK

    Savvas Papagiannidis

  2. Newcastle University Business School, Newcastle upon Tyne, UK

    Eleftherios Alamanos

  3. Newcastle University Business School, Newcastle upon Tyne, UK

    Suraksha Gupta

  4. Swansea University, Swansea, UK

    Yogesh K. Dwivedi

  5. University of Turku, Turku, Finland

    Matti Mäntymäki

  6. University of Agder, Kristiansand, Norway

    Ilias O. Pappas

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Cite this paper

Sarraf, S., Ilavarsana, P.V., Gupta, A., Kar, A.K. (2022). Modelling User Experience, Emotions and Concerns for Predicting Firm Response-the Case of Low-Cost Carriers During Pandemic. In: Papagiannidis, S., Alamanos, E., Gupta, S., Dwivedi, Y.K., Mäntymäki, M., Pappas, I.O. (eds) The Role of Digital Technologies in Shaping the Post-Pandemic World. I3E 2022. Lecture Notes in Computer Science, vol 13454. Springer, Cham. https://doi.org/10.1007/978-3-031-15342-6_35

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  • DOI: https://doi.org/10.1007/978-3-031-15342-6_35

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-15341-9

  • Online ISBN: 978-3-031-15342-6

  • eBook Packages: Computer ScienceComputer Science (R0)

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