Perceiving Service Quality from Social Media via Natural Language Processing Model
Author:
Affiliation:
1. Macao Polytechnic University,Macao
2. Victoria University,Melbourne,Australia
3. Swinburne University of Technology,Melbourne,Australia
Publisher
IEEE
Link
http://xplorestaging.ieee.org/ielx7/10505440/10505183/10505470.pdf?arnumber=10505470
Reference19 articles.
1. A multi-group analysis of social media engagement and loyalty constructs between full-service and low-cost carriers in Hong Kong
2. Assessment of airport service quality: A complementary approach to measure perceived service quality based on Google reviews
3. A new approach of social media analytics to predict service quality: evidence from the airline industry
4. Social media as a resource for sentiment analysis of Airport Service Quality (ASQ)
5. Applying deep learning models to twitter data to detect airport service quality
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