.../methodology/approach I conducted three analyses, each of which uses machine learning. Findings Analysis 1 reveals that customers prefer chatting with an agent (vs. the bot) when they seek detailed or sensitive information. Analysis 2 demonstrates that relative to the bot, the agent is more similar...

... the social comparison theory lens. Design/methodology/approach In the first study, text mining and machine learning were employed to measure the level of followers' well-being in response to 40 SMIs (human vs virtual) posts on Instagram. In the second study, a randomized between-subjects experiment...

... activity, as well as complaint's sentiment polarity, and interaction rate. Design/methodology/approach In total, 297,000 complaint tweets were collected from Twitter, featuring over 220,000 consumer profiles and over 24 million user tweets. The obtained data were analyzed via two-step machine learning...