Understanding Customer Opinion Change on Fresh Food E-Commerce Products and Services—Comparative Analysis before and during COVID-19 Pandemic
Yanlai Li,
Zifan Shen,
Cuiming Zhao
et al.
Abstract:During the coronavirus disease 2019 (COVID-19) pandemic, non-face-to-face e-commerce has become a significant consumer channel for customers to buy fresh food. However, little is known about customer opinion changes in fresh food e-commerce (FFEC) products and services during COVID-19. This study investigated the changes in expectations and preferences of FFEC customers on products and services before and during the pandemic from online reviews through a text mining approach. We divided the pandemic into two p… Show more
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