Purpose This study aims to use the voice of the customer (VoC) strategy to collect user-generated content (UGC) compare customer expectations with reality, make the necessary improvements for the business and create personalized strategies for each customer to maximize revenue, focus on...

Background: Researchers in logistics and supply chain management apply a multitude of methods. So far, however, the potential of textual data science has not been fully exploited to automatically analyze large chunks of textual data and to extract relevant insights. Methods: In this paper, we...

Background: Researchers in logistics and supply chain management apply a multitude of methods. So far, however, the potential of textual data science has not been fully exploited to automatically analyze large chunks of textual data and to extract relevant insights. Methods: In this paper, we...