Purpose: This paper develops a generalizable, machine-learning-based method for measuring established marketing constructs using passive analysis of consumer-generated textual data from service reviews. The method is demonstrated using topic and sentiment analysis along dimensions of an...

Purpose: Brands are increasingly considering the use of chatbots to supplement, or even replace, humans in service interactions. Like humans, chatbots can follow certain service scripts in their encounters, which can subsequently determine the customer experience. Service scripts are verbal...