The importance of text mining is increasing in services management as the access to big
data is increasing across digital platforms enabling such services. This study adopts a …

The spread and use of social networks provide a rich data source that can be used to
answer a wide range of research questions from various disciplines. However, the nature of …

The digitalization process and its outcomes in the 21st century accelerate transformation
and the creation of sustainable societies. Our decisions, actions and even existence in the …

Today, sustainability is among the key considerations for company strategy and marketing
efforts, especially large and established technology companies with short product life-spans …

The rise in the service economy has been fueled by breakthroughs in technology,
globalization, and evolving consumer patterns. However, this sector faces various …

Purpose Research on how to use social media data to measure and evaluate service quality
is still limited. To fill the research gap in the literature, the purpose of this paper is to open a …

An increasing number of people use social media to share their consumption experiences.
Publicly available online reviews have become a significant source of information, which …

In this paper, we proposed an advanced business intelligence framework for firms in a post‐
pandemic phase to increase their performance and productivity. The proposed framework …

Purpose This study addresses the gap in understanding text analytics within the service
domain, focusing on new service development to provide insights into key research themes …

A digital platform is an extensible codebase built on programmable systems that provides a
shared module for interoperation with software systems and an interactive interface (Tiwana …