Sarmast, Zahra; Shokouhyar, Sajjad; Ghanadpour, Seyed Hamed - In: Industrial Management & Data Systems 123 (2023) 5, pp. 1281-1309
Purpose Warranty service plays a critical role in sustainability and service continuity and influences customer satisfaction. Considering the role of social networks in customer feedback channels, one of the essential sources to examine the reflection of a product/service is social media mining....