Measuring service quality with text analytics : considering both importance and performance of consumer opinions on social and non-social online platforms
Lin Lu, Pei Xu, Yen-Yao Wang, Yu Wang
| Year of publication: |
2023
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| Authors: | Lu, Lin ; Xu, Pei ; Wang, Yen-Yao ; Wang, Yu |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 169.2023, p. 1-12
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| Subject: | Airline Quality Rating | Importance-performance analysis | Sentiment analysis | Service quality measurement | Topic modeling | User-generated content | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Social Web | Social web | Digitale Plattform | Digital platform | Performance-Messung | Performance measurement | Konsumentenverhalten | Consumer behaviour | Messung | Measurement | Online-Handel | Online retailing | Produktqualität | Product quality | Fluggesellschaft | Airline |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2023.114298 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10014468560