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Lee, Changyong
Technology and Innovation Management Lab
Research Interests
  • applied data mining and machine learning, technology and innovation management, service engineering


Diagnosing service quality using customer reviews: an index approach based on sentiment and gap analyses

DC Field Value Language Song, Bomi ko Lee, Changyong ko Yoon, Byungun ko Park, Yongtae ko 2015-09-11T01:21:29Z - 2015-09-11 ko 2016-12 ko
dc.identifier.citation SERVICE BUSINESS, v.10, no.4, pp.775 - 798 ko
dc.identifier.issn 1862-8516 ko
dc.identifier.uri -
dc.description.abstract Recognizing the importance and potential benefits of customer reviews as a source of the voice of customers, this study proposes an analytic framework and procedures for analyzing customer reviews—termed a customer review-based gap analysis—that are tailored to diagnosing service quality. To this end, we conduct sentiment analysis on customer reviews to capture customers’ perceptions and expectations at the service-feature level, which are not expressed explicitly in their reviews. A case study of a mobile navigation service shows that the customer review-based gap analysis can provide the practical information required to diagnose service quality from customer review data. The suggested indexes for capturing customers’ perceptions and expectations reveal quality strengths and drawbacks at the service-feature level. In addition, incorporating these indexes into those for quality performance and objectives based on a service-feature hierarchy provides a diagnostic tool capable of examining service quality in both overall as well as detailed aspects. ko
dc.description.statementofresponsibility close -
dc.language 영어 ko
dc.title Diagnosing service quality using customer reviews: an index approach based on sentiment and gap analyses ko
dc.type ARTICLE ko
dc.identifier.scopusid 2-s2.0-84939244092 ko
dc.identifier.wosid 000387351100005 ko
dc.type.rims ART ko
dc.description.scopustc 0 * 2015-11-04 *
dc.identifier.doi 10.1007/s11628-015-0290-1 ko
dc.identifier.url ko
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