Service Quality Using Text Mining: Measurement and Consequences.
Jorge MejiaShawn MankadAnandasivam GopalPublished in: Manuf. Serv. Oper. Manag. (2021)
Keyphrases
- service quality
- text mining
- customer satisfaction
- service providers
- electronic commerce
- user satisfaction
- quality of service
- online shopping
- knowledge discovery
- text documents
- information extraction
- natural language processing
- competitive advantage
- information retrieval
- information systems
- call center
- web mining
- topic models
- text categorisation
- data analysis
- machine learning
- data mining
- competitive environment
- real time
- information quality