Text analytics and new service development: a hybrid thematic analysis with systematic literature review approach

IF 3.8 Q2 BUSINESS

EuroMed Journal of Business Pub Date : 2024-09-17 DOI:10.1108/emjb-01-2024-0017

Saeed Rouhani, Saba Alsadat Bozorgi, Hannan Amoozad Mahdiraji, Demetris Vrontis

{"title":"Text analytics and new service development: a hybrid thematic analysis with systematic literature review approach","authors":"Saeed Rouhani, Saba Alsadat Bozorgi, Hannan Amoozad Mahdiraji, Demetris Vrontis","doi":"10.1108/emjb-01-2024-0017","DOIUrl":null,"url":null,"abstract":"<h3>Purpose</h3>\n<p>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 and trends in text analytics approaches to service development. It explores the benefits and challenges of implementing these approaches and identifies potential research opportunities for future service development. Importantly, this study offers insights to assist service providers to make data-driven decisions for developing new services and optimising existing ones.</p>\n<h3>Design/methodology/approach</h3>\n<p>This research introduces the hybrid thematic analysis with a systematic literature review (SLR-TA). It delves into the various aspects of text analytics in service development by analysing 124 research papers published from 2012 to 2023. This approach not only identifies key practical applications but also evaluates the benefits and difficulties of applying text analytics in this domain, thereby ensuring the reliability and validity of the findings.</p>\n<h3>Findings</h3>\n<p>The study highlights an increasing focus on text analytics within the service industry over the examined period. Using the SLR-TA approach, it identifies eight themes in previous studies and finds that “Service Quality” had the most research interest, comprising 42% of studies, while there was less emphasis on designing new services. The study categorises research into four types: Case, Concept, Tools and Implementation, with case studies comprising 68% of the total.</p>\n<h3>Originality/value</h3>\n<p>This study is groundbreaking in conducting a thorough and systematic analysis of a broad collection of articles. It provides a comprehensive view of text analytics approaches in the service sector, particularly in developing new services and service innovation. This study lays out distinct guidelines for future research and offers valuable insights to foster research recommendations.</p>","PeriodicalId":46475,"journal":{"name":"EuroMed Journal of Business","volume":"43 1","pages":""},"PeriodicalIF":3.8000,"publicationDate":"2024-09-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"EuroMed Journal of Business","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1108/emjb-01-2024-0017","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"BUSINESS","Score":null,"Total":0}

引用次数: 0

Abstract

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 and trends in text analytics approaches to service development. It explores the benefits and challenges of implementing these approaches and identifies potential research opportunities for future service development. Importantly, this study offers insights to assist service providers to make data-driven decisions for developing new services and optimising existing ones.

Design/methodology/approach

This research introduces the hybrid thematic analysis with a systematic literature review (SLR-TA). It delves into the various aspects of text analytics in service development by analysing 124 research papers published from 2012 to 2023. This approach not only identifies key practical applications but also evaluates the benefits and difficulties of applying text analytics in this domain, thereby ensuring the reliability and validity of the findings.

Findings

The study highlights an increasing focus on text analytics within the service industry over the examined period. Using the SLR-TA approach, it identifies eight themes in previous studies and finds that “Service Quality” had the most research interest, comprising 42% of studies, while there was less emphasis on designing new services. The study categorises research into four types: Case, Concept, Tools and Implementation, with case studies comprising 68% of the total.

Originality/value

This study is groundbreaking in conducting a thorough and systematic analysis of a broad collection of articles. It provides a comprehensive view of text analytics approaches in the service sector, particularly in developing new services and service innovation. This study lays out distinct guidelines for future research and offers valuable insights to foster research recommendations.

查看原文本刊更多论文

文本分析与新服务开发：混合主题分析与系统文献综述方法

目的本研究填补了服务领域对文本分析理解的空白，以新服务开发为重点，深入探讨服务开发文本分析方法的关键研究主题和趋势。它探讨了实施这些方法的益处和挑战，并确定了未来服务开发的潜在研究机会。重要的是，本研究提供的见解可帮助服务提供商在开发新服务和优化现有服务时做出数据驱动型决策。它通过分析 2012 年至 2023 年期间发表的 124 篇研究论文，深入探讨了文本分析在服务开发中的各个方面。这种方法不仅能确定关键的实际应用，还能评估在该领域应用文本分析的优势和困难，从而确保研究结果的可靠性和有效性。研究采用 SLR-TA 方法，确定了以往研究中的八个主题，发现 "服务质量 "最受研究关注，占 42% 的研究，而对新服务设计的关注则较少。该研究将研究分为四类：原创性/价值本研究对大量文章进行了全面系统的分析，具有开创性意义。它全面介绍了服务行业的文本分析方法，尤其是在开发新服务和服务创新方面。本研究为今后的研究制定了明确的指导方针，并为促进研究建议提供了宝贵的见解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

求助全文

约1分钟内获得全文求助全文

来源期刊

EuroMed Journal of Business BUSINESS-

CiteScore

9.80

自引率

19.20%

发文量

期刊介绍： The EuroMed Journal of Business (EMJB) is the premier publication facilitating dialogue among researchers from Europe and the Mediterranean. It plays a vital role in generating and disseminating knowledge about various business environments and trends in this region. By offering an up-to-date overview of emerging business practices in specific countries, EMJB serves as a valuable resource for its readers. As the official journal of the EuroMed Academy of Business, EMJB is committed to reflecting the economic growth seen in the European-Mediterranean region. It aims to be a focused and targeted business journal, highlighting environmental opportunities, threats, and marketplace developments in the area. Through its efforts, EMJB promotes collaboration and open dialogue among diverse research cultures and practices. EMJB serves as a platform for debating and disseminating research findings, new research areas and techniques, conceptual developments, and practical applications across various business segments. It seeks to provide a forum for discussing new ideas in business, including theory, practice, and the issues that arise within the field.