Analyzing customer experience feedback using text mining: a linguistics-based approach

Complexity surrounding the holistic nature of customer experience has made measuring customer perceptions of interactive service experiences challenging. At the same time, advances in technology and changes in methods for collecting explicit customer feedback are generating increasing volumes of uns...

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Bibliographic Details

Main Authors:	Francisco V. Ordenes, Babis Theodoulidis, Jamie Burton, Thorsten Gruber, Mohamed Zaki
Format:	Default Article
Published:	2014
Subjects:	Other commerce, management, tourism and services not elsewhere classified Customer service Text mining Feedback Business and Management not elsewhere classified
Online Access:	https://hdl.handle.net/2134/15591
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