Applications of text mining in services management: A systematic literature review

Kumar, Sunil; Kar, Arpan Kumar; Ilavarasan, P. Vigneswara

doi:10.1016/j.jjimei.2021.100008

Cited by 203 publications

(84 citation statements)

References 114 publications

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“…The ML and NLP algorithms can quickly transform the vast volumes of unstructured text data into actionable insights. Text analytics is an artificial intelligence technology that transforms unstructured data into structured information through NLP to strengthen analytics using machine learning algorithms ( Kumar et al, 2021 ). These emerging techniques can provide new insights into employee emotions, behavior, and predictive behavior when applied to data that includes vast quantities of written or unstructured information.…”

Section: The Motivation Behind Nlp In Logistics Employee Engagementmentioning

confidence: 99%

i-Pulse: A NLP based novel approach for employee engagement in logistics organization

Garg

Kiwelekar

Netak

et al. 2021

International Journal of Information Management Data Insights

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Although most logistics and freight forwarding organizations, in one way or another, claim to have core values. The engagement of employees is a vast structure that affects almost every part of the company's core environmental values. There is little theoretical knowledge about the relationship between firms and the engagement of employees. Based on research literature, this paper aims to provide a novel approach for insight around employee engagement in a logistics organization by implementing deep natural language processing concepts. The artificial intelligence enabled solution named Intelligent Pulse (i-Pulse) can evaluate hundreds and thousands of pulse survey comments and provides the actionable insights and gist of employee feedback. i-Pulse allows the stakeholders to think in new ways in their organization, helping them to have a powerful influence on employee engagement, retention, and efficiency. This study is of corresponding interest to researchers and practitioners.

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Section: The Motivation Behind Nlp In Logistics Employee Engagementmentioning

confidence: 99%

i-Pulse: A NLP based novel approach for employee engagement in logistics organization

Garg

Kiwelekar

Netak

et al. 2021

International Journal of Information Management Data Insights

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“…The data analysis was undertaken using text summarization and sentiment mining. In services management literature, text mining has been extensively used for assessing different parameters of services such as quality, engagement, and impact (Kumar et al, 2021 ). Sentiment analysis was done on the tweets to measure the polarity in discussions among tourists across India using natural language processing (Fazzolari & Petrocchi, 2018 ) and a semantic approach (Chang & Chen, 2019 ; Kar, 2020 ).…”

Section: Methodsmentioning

confidence: 99%

Modelling the Service Experience Encounters Using User-Generated Content: A Text Mining Approach

Kar

Kumar

Ilavarasan

2021

Glob J Flex Syst Manag

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Among services, the immense growth of Indian tourism in the last years has attracted the interest of practitioners, researchers, and governments. Service experiences at the point of encounter can impact the consumption of these tourism services extensively. However, measuring the service experience at the point of service encounter becomes a bit difficult. The tourists who visit India often share their experiences immediately regarding their service encounter in social media. These tweets often have high sentiments and emotional content. In this study, we attempt to identify factors which impact customer service experience, at the point of service encounter, by mining social media discussions. After removing spurious tweets, 7,91,804 tweets were identified and analysed in this study. Factors such as accessibility, accommodation, assurance, cultural attraction, Jugaadu service flexibility, cleanliness, hospitality, price, restaurant, and security were identified using topic modelling, topic association mining, and sentiment analysis. We attempt to model these experiences and their drivers across five zones of India, namely North, South, East, West, and North-East India. Our inferential analysis highlights that the importance and impact of these factors differ significantly zone wise across India, which indicates high location specificity of factors which impact the customer service experience. The study elaborates implications for theory and practice based on our findings.

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“…The rapid growth of data in social networks has necessitated the development of different Big Data Analytics (BDA) systems. Within the framework of the text mining, and when analysing social networks, the following systems have been used: Support Vector Machine, Qualitative content analysis, Principal Component Analysis, Clustering, Descriptive Analysis, Imputation method, Clustering, Emotional Co-Creation Score, Clustering, Emotional Text Mining, Sentiment Analysis, Emotional analysis, Network analysis [ 41 ].…”

Section: Twitter Emotions and Covid-19mentioning

confidence: 99%

Digital citizens’ feelings in national #Covid 19 campaigns in Spain

Santoveña-Casal¹,

Quintana²,

Ramos³

2021

Heliyon

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Background In 2020 Spain launched an official campaign, #EsteVirusLoParamosUnidos, aimed at uniting the entire country through citizen cooperation, in order to combat Covid-19. The objective of this research has been to analyse how this Twitter campaign revealed the feelings expressed by Spanish citizens. Methods The research is based on a composite design that triangulates, from a theoretical model, a quantitative analysis and a qualitative analysis. Results Of the 7,357 tweets in the sample, 72.32% were found to be retweets. Four content families were extracted which relate to politics, education, messages to society and the defence of occupational groups. The feelings expressed ranged from those of unity, admiration and support to those of discontent and criticism of issues regarding the health situation. Conclusions The development of networked socio-political and technical measures, which enabled citizen participation, facilitated the development of new patterns of interaction between national or regional governments and digital citizens. This increased citizens’ possibilities of influencing the public agenda and, therefore, strengthening citizen engagement regarding specific situations.

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Applications of text mining in services management: A systematic literature review

Cited by 203 publications

References 114 publications

i-Pulse: A NLP based novel approach for employee engagement in logistics organization

i-Pulse: A NLP based novel approach for employee engagement in logistics organization

Modelling the Service Experience Encounters Using User-Generated Content: A Text Mining Approach

Digital citizens’ feelings in national #Covid 19 campaigns in Spain

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