The paper demonstrates the impact of using text mining techniques to automate analysis and classification of large amounts of customer compliments and complaints (C&C). The research is using an empirical approach to generate a better understanding of how co-creation processes can be designed based on customer feedback experiences. In order to improve the service propositions, the integration of customer comments as operant resources of the organisation is discussed. A cocreation feedback model is proposed, considering positive and negative comments across three main categories, resources, activities and attributes (positive/negative comments). Finally, the co-creation feedback model enables the mapping of the organisation’s service processes from the customer perspective.

Service Modeling of Compliments and Complaints and its implications for value co-creation / Villarroel Ordenes, Francisco Javier; Mohamed, Zaki; Babis, Theodoulidis; Jamie, Burton. - (2012), pp. 452-462.

Service Modeling of Compliments and Complaints and its implications for value co-creation

Villarroel Ordenes, Francisco;
2012

Abstract

The paper demonstrates the impact of using text mining techniques to automate analysis and classification of large amounts of customer compliments and complaints (C&C). The research is using an empirical approach to generate a better understanding of how co-creation processes can be designed based on customer feedback experiences. In order to improve the service propositions, the integration of customer comments as operant resources of the organisation is discussed. A cocreation feedback model is proposed, considering positive and negative comments across three main categories, resources, activities and attributes (positive/negative comments). Finally, the co-creation feedback model enables the mapping of the organisation’s service processes from the customer perspective.
9780429065156
9781439870266
text mining, SD logic, services
Service Modeling of Compliments and Complaints and its implications for value co-creation / Villarroel Ordenes, Francisco Javier; Mohamed, Zaki; Babis, Theodoulidis; Jamie, Burton. - (2012), pp. 452-462.
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11385/225378
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