Many customers see social media as a quick way of solving problems that they experienced with their purchases. Yet, research in the airline industry shows that companies are reluctant to handle complaints on that channel. This is a very short-sighted reaction, because many of those customers that complained on social media, and didn’t get … Continue reading The benefits of service recovery on Social Media
Author: anacanhoto
[Miscellany] Some reflections from my use of technology
When technology works well, we don't think about it. We take it for granted. But some recent “technology failures” have led me to reflect on its role in my life, and how it impacts on how I see other human beings and the world. So much more than a watch My Apple Watch stopped working. … Continue reading [Miscellany] Some reflections from my use of technology
Sentiment analysis of baseball stadium reviews
I was cleaning my inbox over the Christmas break, and saw a 2017 message from someone working at company called reviewtrackers. He wanted to draw my attention to some interesting work that he had done at the company, analysing 130,000 online reviews of major league baseball stadiums (since the message, he seems to have left … Continue reading Sentiment analysis of baseball stadium reviews
Some thoughts on where and what to blog
Today is the 10th anniversary of my blog. Or the 10th blogday, as my former colleague, Debbie Witney, called it in a comment made in the post published this time last year. In this 10th year, I published 55 posts, bringing the total to 554 posts. That’s over 35,000 words in the last year alone, … Continue reading Some thoughts on where and what to blog
Happy 2020
Yes, I know, January 1st was just a regular Wednesday, that followed a regular Tuesday. Rationally, there is no reason why I should pause on that particular Tuesday, look over the past 365 days, and think about where I would like to be 365 days later. But I did it, anyway. To be fair, I … Continue reading Happy 2020
Musical diary 2019
I got this idea from Austin Kleon. In a blog post at the end of last year, he wrote: “At the beginning of every year, I make a new playlist on whatever streaming service I’m using. (Used to be my beloved Rdio, now it’s Spotify.) Every time I hear a song I dig, I add … Continue reading Musical diary 2019
Recent publications #2
A couple of years ago, I published a blog post giving an overview of the academic work that I had published recently. That led up to very interesting conversations and collaborations. So, I thought that I should write a short update on what I have published in the last couple of years. Let’s start with the … Continue reading Recent publications #2
