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
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|---|---|
| Authors: | Song, Bomi ; Lee, Changyong ; Yoon, Byungun ; Park, Yongtae |
| Published in: |
Service business. - Berlin : Springer, ISSN 1862-8508, ZDB-ID 2279938-2. - Vol. 10.2016, 4, p. 775-798
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| 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