The relative importance of service quality dimensions in E-commerce experiences

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PurposeThe proliferation of socialized data offers an unprecedented opportunity for customer service measurement. This paper addresses the problem of adequately measuring service quality using socialized data.

论文关键词：Online review,Service quality,SERVQUAL,Text mining,Topic model

论文评审过程：Received 28 August 2017, Revised 29 January 2018, Accepted 5 February 2018, Available online 15 February 2018, Version of Record 15 February 2018.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2018.02.001