A Study on the Service Innovation using SNS

Abstract

In this study, we use the data collected from Twitter, as an SNS(Social Networking Service), for service innovation. This data was collected and processed by Flume. The data set in May 2016 was 4,766 and 15,543 from company S and company X, respectively. We were able to figure out the emotional atmosphere of the two companies through the sentiment analysis(SA) and to find out about the vertical relationship through the bibliometric analysis(BA). Furthermore, we were able to grasp the horizontal relationship through the social network analysis(SNA). It was concluded that SNS was worth while to derive an innovative item.