Using text-mining-assisted analysis to examine the applicability of unstructured data in the context of customer complaint management
| Autor(a) principal: | |
|---|---|
| Data de Publicação: | 2015 |
| Tipo de documento: | Dissertação |
| Idioma: | eng |
| Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
| Texto Completo: | http://hdl.handle.net/10362/17534 |
Resumo: | Double Degree |
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Using text-mining-assisted analysis to examine the applicability of unstructured data in the context of customer complaint managementDomínio/Área Científica::Ciências Sociais::Economia e GestãoDouble DegreeIn quest of gaining a more holistic picture of customer experiences, many companies are starting to consider textual data due to the richer insights on customer experience touch points it can provide. Meanwhile, recent trends point towards an emerging integration of customer relationship management and customer experience management and thereby availability of additional sources of textual data. Using text-mining-assisted analysis, this study demonstrates the practicality of the arising opportunity with means of perceived justice theory in the context of customer complaint management. The study shows that customers value interpersonal aspects most as part of the overall complaint handling process. The results link the individual factors in a sequence of ‘courtesy → interactional justice → satisfaction with complaint handling’, followed by behavioural outcomes. Academic and managerial implications are discussed.Wetzels, MartinMahr, DominikCardoso, ElizabeteRUNWolowiec, Martin2018-01-18T01:30:16Z2015-012015-012015-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/17534TID:201525674enginfo:eu-repo/semantics/embargoedAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T03:55:35Zoai:run.unl.pt:10362/17534Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:24:02.680191Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
| dc.title.none.fl_str_mv |
Using text-mining-assisted analysis to examine the applicability of unstructured data in the context of customer complaint management |
| title |
Using text-mining-assisted analysis to examine the applicability of unstructured data in the context of customer complaint management |
| spellingShingle |
Using text-mining-assisted analysis to examine the applicability of unstructured data in the context of customer complaint management Wolowiec, Martin Domínio/Área Científica::Ciências Sociais::Economia e Gestão |
| title_short |
Using text-mining-assisted analysis to examine the applicability of unstructured data in the context of customer complaint management |
| title_full |
Using text-mining-assisted analysis to examine the applicability of unstructured data in the context of customer complaint management |
| title_fullStr |
Using text-mining-assisted analysis to examine the applicability of unstructured data in the context of customer complaint management |
| title_full_unstemmed |
Using text-mining-assisted analysis to examine the applicability of unstructured data in the context of customer complaint management |
| title_sort |
Using text-mining-assisted analysis to examine the applicability of unstructured data in the context of customer complaint management |
| author |
Wolowiec, Martin |
| author_facet |
Wolowiec, Martin |
| author_role |
author |
| dc.contributor.none.fl_str_mv |
Wetzels, Martin Mahr, Dominik Cardoso, Elizabete RUN |
| dc.contributor.author.fl_str_mv |
Wolowiec, Martin |
| dc.subject.por.fl_str_mv |
Domínio/Área Científica::Ciências Sociais::Economia e Gestão |
| topic |
Domínio/Área Científica::Ciências Sociais::Economia e Gestão |
| description |
Double Degree |
| publishDate |
2015 |
| dc.date.none.fl_str_mv |
2015-01 2015-01 2015-01-01T00:00:00Z 2018-01-18T01:30:16Z |
| dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
| dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
| format |
masterThesis |
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publishedVersion |
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http://hdl.handle.net/10362/17534 TID:201525674 |
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http://hdl.handle.net/10362/17534 |
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TID:201525674 |
| dc.language.iso.fl_str_mv |
eng |
| language |
eng |
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info:eu-repo/semantics/embargoedAccess |
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embargoedAccess |
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application/pdf |
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reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
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RCAAP |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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