Seminar: Opinion mining for service quality diagnosis

The rising importance of the digital economy brings new challenges and also new possibilities for the service research. Customers consume services in a virtual space where traditional approaches to consumer experience are no longer valid. The absence of in-person communication may lead to the shortage of understanding customer opinions on service quality. This talk reviews the recent development in the service quality diagnosis field. The session will answer the question how opinion mining can help in this area. We will discuss six studies that comprise both research areas and two case studies from online banking and call centre in detail.