Diagnosing service quality using customer reviews : an index approach based on sentiment and gap analyses
Bomi Song, Changyong Lee, Byungun Yoon, Yongtae Park
| Year of publication: |
December 2016
|
|---|---|
| Authors: | Song, Bomi ; Lee, Changyong ; Yoon, Byungun ; Park, Yongtae |
| Subject: | Diagnosis of service quality | Customer review | Sentiment analysis | Gap analysis | Service quality index | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Emotion | Qualitätsmanagement | Quality management |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11628-015-0290-1 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011722433