Purpose – This study aims to investigate the development of predictive tools in performance measurement and management (PMM), and modeling of a forward‐looking method to help managers to quantitatively target performance measures based on achieving desired improvement, minimum cost and...

Purpose The purpose of this paper is to develop an effective approach to support and guide production improvement processes utilising online product reviews. Design/methodology/approach This paper combines two methods: (1) natural language processing (NLP) to support advanced text mining to...

Purpose Contact centers (CCs) are one of the main touch points of customers in an organization. They form one of the inputs to customer relationship management (CRM) to enable an organization to efficiently resolve customer queries. CCs have an important impact on customer satisfaction and are a...