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How does apology matter? Responding to negative customer reviews on online-to-offline platforms.
He Wan
Maggie Qiuzhu Mei
Jie Yan
Jie Xiong
Le Wang
Published in:
Electron. Commer. Res. Appl. (2023)
Keyphrases
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customer reviews
positive or negative
real time
opinion mining
product reviews
positive and negative
customer satisfaction
product features
online product reviews
user generated content
information sources
data analysis
knn
fine grained
sentiment analysis