Online word-of-mouth (WOM) has attracted considerable attention from researchers due to its abundant information on customer perceptions that drive product and service improvement. This study develops a novel weighted service quality (WSQ) metric derived from online customer opinions, leveraging...

Problem Definition: We address two key questions faced by patients, physicians and policy makers: (1) how do different types of patients benefit differently from elite surgeons, and (2) how can outcome data be used to achieve better health care at both the individual and social levels?...