Understanding music streaming services via text mining of online customer reviews
作者：
Highlights：
• A comprehensive understanding of music streaming services is provided.
• Five music streaming services are analyzed using text mining.
• Customers comment on the environment, price plans, and content-related factors.
• The influential factors on customer satisfaction for each service are examined.
• The influence of linguistic cues and review information are also examined.
摘要
•A comprehensive understanding of music streaming services is provided.•Five music streaming services are analyzed using text mining.•Customers comment on the environment, price plans, and content-related factors.•The influential factors on customer satisfaction for each service are examined.•The influence of linguistic cues and review information are also examined.
论文关键词：Music streaming service,Customer satisfaction,Social media mining,Online app review,Text mining
论文评审过程：Received 5 August 2021, Revised 7 March 2022, Accepted 24 March 2022, Available online 26 March 2022, Version of Record 28 March 2022.
论文官网地址：https://doi.org/10.1016/j.elerap.2022.101145
