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

B. Palese and A. Usai

International Journal of Information Management, 2018, vol. 40, issue C, 132-140

Abstract: The 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.

Keywords: Online review; Service quality; SERVQUAL; Text mining; Topic model (search for similar items in EconPapers)
Date: 2018
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Citations: View citations in EconPapers (6)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:40:y:2018:i:c:p:132-140

DOI: 10.1016/j.ijinfomgt.2018.02.001

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