Data-Driven Approach to Dual Service Failure Monitoring From Negative Online Reviews: Managerial Perspective
Monitoring of dual service failures (e.g., trends in service failures and consecutive service failures) in business is emphasized for service quality management. Previous studies analyzing negative online reviews to conduct dual service failure monitoring from a managerial perspective are scarce. Nu...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
SAGE Publishing
2021-01-01
|
| Series: | SAGE Open |
| Online Access: | https://doi.org/10.1177/2158244020988249 |