Barravecchia, Federico; Mastrogiacomo, Luca; … - In: International Journal of Quality & Reliability Management 39 (2021) 6, pp. 1453-1470
Purpose: Digital voice-of-customer (digital VoC) analysis is gaining much attention in the field of quality management. Digital VoC can be a great source of knowledge about customer needs, habits and expectations. To this end, the most popular approach is based on the application of text mining...