Measuring service quality with text analytics: Considering both importance and performance of consumer opinions on social and non-social online platforms

IF 10.5 1区管理学 Q1 BUSINESS

Journal of Business Research Pub Date : 2023-09-29 DOI:10.1016/j.jbusres.2023.114298

Lin Lu , Pei Xu , Yen-Yao Wang , Yu Wang

{"title":"Measuring service quality with text analytics: Considering both importance and performance of consumer opinions on social and non-social online platforms","authors":"Lin Lu , Pei Xu , Yen-Yao Wang , Yu Wang","doi":"10.1016/j.jbusres.2023.114298","DOIUrl":null,"url":null,"abstract":"<div><p>Online word-of-mouth (WOM) has attracted considerable attention from researchers due to its abundant information on customer perceptions that drive product and service improvement. This study develops a novel weighted service quality (WSQ) metric derived from online customer opinions, leveraging the importance-performance analysis framework. Data collected from social and non-social online platforms confirms that this WSQ approach outperforms the widely used average sentiment score approach and significantly predicts the industry service quality standard, Airline Quality Rating (AQR). In addition, the WSQ metric derived from social media proves to be a more vital indicator for AQR than that derived from a non-social online platform. A significant difference in topic distributions was also identified between consumer opinions from social media and non-social online platforms. Our study makes several crucial contributions to the service quality literature on employing online WOM using sentiment analysis and topic modeling techniques.</p></div>","PeriodicalId":15123,"journal":{"name":"Journal of Business Research","volume":"169 ","pages":"Article 114298"},"PeriodicalIF":10.5000,"publicationDate":"2023-09-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Business Research","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0148296323006574","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"BUSINESS","Score":null,"Total":0}

引用次数: 0

Abstract

Online word-of-mouth (WOM) has attracted considerable attention from researchers due to its abundant information on customer perceptions that drive product and service improvement. This study develops a novel weighted service quality (WSQ) metric derived from online customer opinions, leveraging the importance-performance analysis framework. Data collected from social and non-social online platforms confirms that this WSQ approach outperforms the widely used average sentiment score approach and significantly predicts the industry service quality standard, Airline Quality Rating (AQR). In addition, the WSQ metric derived from social media proves to be a more vital indicator for AQR than that derived from a non-social online platform. A significant difference in topic distributions was also identified between consumer opinions from social media and non-social online platforms. Our study makes several crucial contributions to the service quality literature on employing online WOM using sentiment analysis and topic modeling techniques.

查看原文本刊更多论文

用文本分析衡量服务质量：考虑消费者意见在社交和非社交在线平台上的重要性和表现

网络口碑（WOM）因其丰富的客户感知信息而吸引了研究人员的极大关注，这些信息推动了产品和服务的改进。本研究利用重要性绩效分析框架，从在线客户意见中开发了一种新的加权服务质量（WSQ）指标。从社交和非社交在线平台收集的数据证实，这种WSQ方法优于广泛使用的平均情绪评分方法，并显著预测了行业服务质量标准——航空公司质量评级（AQR）。此外，社交媒体得出的WSQ指标被证明是AQR的一个比非社交在线平台得出的指标更重要的指标。社交媒体和非社交在线平台的消费者意见在主题分布上也存在显著差异。我们的研究使用情感分析和主题建模技术对使用在线口碑的服务质量文献做出了一些重要贡献。

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

Journal of Business Research BUSINESS-

CiteScore

20.30

自引率

10.60%

发文量

956

期刊介绍： The Journal of Business Research aims to publish research that is rigorous, relevant, and potentially impactful. It examines a wide variety of business decision contexts, processes, and activities, developing insights that are meaningful for theory, practice, and/or society at large. The research is intended to generate meaningful debates in academia and practice, that are thought provoking and have the potential to make a difference to conceptual thinking and/or practice. The Journal is published for a broad range of stakeholders, including scholars, researchers, executives, and policy makers. It aids the application of its research to practical situations and theoretical findings to the reality of the business world as well as to society. The Journal is abstracted and indexed in several databases, including Social Sciences Citation Index, ANBAR, Current Contents, Management Contents, Management Literature in Brief, PsycINFO, Information Service, RePEc, Academic Journal Guide, ABI/Inform, INSPEC, etc.