Racial Bias in Social Media Customer Service: Evidence from Twitter

Publication Year:
2018
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Repository URL:
https://aisel.aisnet.org/icis2018/social/Presentations/14
Author(s):
Gunarathne, Priyanga; Rui, Huaxia; Seidmann, Abraham
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artifact description
Recent incidents of alleged discrimination against consumers of ethnic minorities have created a lot of bad press and public relations debacles for companies in the United States. Emergence of the Internet and social media has enabled individuals to publi