Tian, Xin; He, Wu; Tang, Chuanyi; Li, Ling; Xu, Hangjun; … - In: Journal of Enterprise Information Management 33 (2019) 1, pp. 51-70
Purpose: Research on how to use social media data to measure and evaluate service quality is still limited. To fill the research gap in the literature, the purpose of this paper is to open a new avenue for future work to measure the service quality in the service industry by developing a new...