How India's food-tech companies are mining customer emotions from tweets

Abstract

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings This research paper performs a sentiment analysis on the tweets of three food delivery app companies operating in India – UberEats, Zomato, and Swiggy. Most of the incoming tweets from customers concerned ordering and the delivery tracking experience, as well as the quality of the food. The public nature of Twitter means data about competitors can be analyzed to carve out a competitive advantage. Leaders and managers are therefore advised to create a strategy for social media-based competitor monitoring and competitor analysis, and to boost the opportunities for customers to experience positive emotions when interacting with the company on Twitter. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.