Diagnosing service quality using customer reviews : an index approach based on sentiment and gap analyses
Year of publication: |
December 2016
|
---|---|
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
|
Subject: | Diagnosis of service quality | Customer review | Sentiment analysis | Gap analysis | Service quality index | Dienstleistungsqualität | Service quality | Emotion | Kundenzufriedenheit | Customer satisfaction | Qualitätsmanagement | Quality management |
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