The research explores the question of how personalized customer service profiles influence customer behavior compared to standardized profiles.

With retailers working hard to grow the ranks of their Twitter followers, consumers are increasingly using the service to get basic customer service and even to try to resolve disputes. But a new ...

When customers see a real person's face and bio rather than a corporate logo, they perceive agents as friendlier and better ...

Once used mostly for one-time promos and marketing, Twitter is now something businesses are relying on to provide customer service. For instance, Southwest Airlines tweets to alert folks about delays.