Management information system for business

This is about management information system presentation

1. Management INFORMATION SYSTEM Presented by: Samavia – Reg. No. 2021/BBA/80 Talha _Reg. No. 2021/BBA/94 Muqaddas – Reg. No. 2021/BBA/96 Date: 08-05-23

2. Title of Research Paper THE POWER OF IDENTITY CUES IN TEXT-BASED CUSTOMER SERVICE: EVIDENCE FROM TWITTER

3. Text-based customer service is gaining importance for companies. Concerns arise about the limited social presence and suspicion of the human identity of agents in the era of advanced algorithms. Text-based channels like in-app messaging and social media are popular, but they lack social context cues, making customers feel they are communicating with dehumanized entities. Introduction

4. Investigate the impact of perceived social presence on service outcomes and customer attitudes. Example Southwest Airlines suddenly started using first names in their Twitter responses. The study aims to see if this change makes customers feel more connected to the service agents and if it affects how well issues are resolved. The results show that adding a personal touch increases customers' willingness to engage and improves the chances of resolving problems. It suggests that even in today's automated world, people still prefer a more personal and human-like interaction in customer service Objective of study

5. Southwest airlines

6.   Result

7. Conclusion Text-based customer service can feel impersonal (Mesch & Beker, 2010; Oh et al., 2018). Adding identity cues improves engagement and problem resolution, as proven in a Twitter experiment. Contrary to expectations, more humanized agents don't lead to increased customer aggression. Results were consistent across various tests, strengthening the findings. The positive impact of identity cues is especially strong for customers initially uncertain or suspicious. Mechanisms supporting hypotheses were confirmed in both a randomized experiment and a Twitter study.

8. Thank you