Service Quality Using Text Mining: Measurement and Consequences

2020 ◽  
Author(s):  
Jorge Mejia ◽  
Shawn Mankad ◽  
Anandasivam Gopal
Keyword(s):  
Service Quality ◽  
Service Industry ◽  
Service Providers ◽  
Nonnegative Matrix ◽  
Online Reviews ◽  
The United States ◽  
Large Set ◽  
External Data ◽  
Industry Standards ◽  
Managerial Implications

Problem description: Measuring quality in the service industry remains a challenge. Existing methodologies are often costly and unscalable. Furthermore, understanding how elements of service quality contribute to the performance of service providers continues to be a concern in the service industry. In this paper, we address these challenges in the restaurant sector, a vital component of the service industry. Academic/practical relevance: Our work provides a scalable methodology for measuring the quality of service providers using the vast amount of text in social media. The quality metrics proposed are associated with economic outcomes for restaurants and can help predict future restaurant performance. Methodology: We use text present in online reviews on Yelp.com to identify and extract service dimensions using nonnegative matrix factorization for a large set of restaurants located in a major city in the United States. We subsequently validate these service dimensions as proxies for service quality using external data sources and a series of laboratory experiments. Finally, we use econometrics to test the relationship between these dimensions and restaurant survival as additional validation. Results: We find that our proposed service quality dimensions are scalable, match industry standards, and are correctly identified by subjects in a controlled setting. Furthermore, we show that specific service dimensions are significantly correlated with the survival of merchants, even after controlling for competition and other factors. Managerial implications: This work has implications for the strategic use of text analytics in the context of service operations, where an increasingly large text corpus is available. We discuss the benefits of this work for service providers and platforms, such as Yelp and OpenTable.

The Interplay Between Online Reviews and Physician Demand: An Empirical Investigation

2021 ◽  
Author(s):  
Yuqian Xu ◽  
Mor Armony ◽  
Anindya Ghose
Keyword(s):  
Service Quality ◽  
Operations Management ◽  
Choice Model ◽  
Healthcare Delivery ◽  
Online Reviews ◽  
The United States ◽  
Patient Choice ◽  
Data Set ◽  
Textual Information ◽  
Time Service

Social media platforms for healthcare services are changing how patients choose physicians. The digitization of healthcare reviews has been providing additional information to patients when choosing their physicians. On the other hand, the growing online information introduces more uncertainty among providers regarding the expected future demand and how different service features can affect patient decisions. In this paper, we derive various service-quality proxies from online reviews and show that leveraging textual information can derive useful operational measures to better understand patient choices. To do so, we study a unique data set from one of the leading appointment-booking websites in the United States. We derive from the text reviews the seven most frequently mentioned topics among patients, namely, bedside manner, diagnosis accuracy, waiting time, service time, insurance process, physician knowledge, and office environment, and then incorporate these service features into a random-coefficient choice model to quantify the economic values of these service-quality proxies. By introducing quality proxies from text reviews, we find the predictive power of patient choice increases significantly, for example, a 6%–12% improvement measured by mean squared error for both in-sample and out-of-sample tests. In addition, our estimation results indicate that contextual description may better characterize users’ perceived quality than numerical ratings on the same service feature. Broadly speaking, this paper shows how to incorporate textual information into an econometric model to understand patient choice in healthcare delivery. Our interdisciplinary approach provides a framework that combines machine learning and structural modeling techniques to advance the literature in empirical operations management, information systems, and marketing. This paper was accepted by David Simchi-Levi, operations management.

scholarly journals Does Emotional Intelligence Influence Employees, Customers and Operational Efficiency? An Empirical Validation

2016 ◽  
Vol 8 (6) ◽  
pp. 77 ◽  
Author(s):  
Mohammad Sultan Ahmad Ansari ◽  
Jamal Ahmad Farooquie ◽  
Said M. Gattoufi
Keyword(s):  
Emotional Intelligence ◽  
Service Quality ◽  
Service Industry ◽  
Service Providers ◽  
Operational Efficiency ◽  
Service Industries ◽  
Empirical Validation ◽  
Continuous Training ◽  
Telecom Service ◽  
The Impact

<p>A research study was initiated to investigate the impact of emotional intelligence on employees’ satisfaction and loyalty, and how it influences operational efficiency in telecom service industry in Oman. A questionnaire-based survey was conducted and the responses received were tested with various statistical techniques. These test results were found to be in broad agreement with the assumptions widely prevalent in management literature and service industries.</p><p>The findings suggest that emotional intelligence contributes significantly in improving internal performance. Employees are valuable assets and improved internal performance is due to employees’ commitment. Service industry could take care of employees, keep them satisfied to win their loyalty, which can be achieved through regular employees’ engagement and involvement. Engaged employees value customers’ expectations and build better relationship. Satisfied and loyal employees are in a position to deliver high service quality and improved productivity. The service provider shall continuously monitor service quality to maintain end users’ satisfaction. It can be sustained through employees’ continuous training and skills development that will improve operational efficiency of the company in terms of increased sales and profitability. Thus, the present study provides an empirical validation and confirmation of the propositions and hypotheses about how service providers should manage employees’ emotional intelligence for giving them satisfaction, winning their loyalty, thereby, eventually enhancing service values, operational efficiency and profitability of the company.</p>

Service quality evaluation of automobile garages using a structural approach

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ajith Tom James ◽  
Jasmin James
Keyword(s):  
Graph Theory ◽  
Service Quality ◽  
Quality Index ◽  
Service Industry ◽  
Service Providers ◽  
Business Environment ◽  
Content Type ◽  
Service Quality Evaluation ◽  
Practical Implications

PurposeThe purpose of this paper is to evaluate the service quality automobile garages through development of a service quality index based on the factors influencing service quality.Design/methodology/approachA structural methodology of graph theory and matrix approach is applied for developing the service quality index.FindingsThe automobile maintenance can be considered as a service industry and in order to sustain in the competitive business environment, the service providers must ensure quality in their services. There are several factors that influence the service quality. Each factor is comprised of several sub-factors. Moreover, the factors are interrelated with each other. Modelling of these factors and their interrelations with due consideration of their structure is accomplished through the graph theory. The directed graph (digraph) of the service quality is defined; the nodes of this symbolize the quality influencing factors, while the edges represent their degrees of interrelationships. An equivalent matrix developed from the digraph establishes a service quality function which leads to evaluation of service quality index (SQI). A greater value of the service quality index displays that the organization and functioning of the garage is adequate.Practical implicationsThe methodology can be applied for evaluating as well as comparing service quality of different garages. The observations would be helpful to the managers the garages to make strategies for improving their service quality.Originality/valueThe paper establishes the interrelations among various factors that influence the service quality at automobile garages and develop a numeric index for the evaluation of the same.

Customer responses towards disabled frontline employees

2017 ◽  
Vol 45 (4) ◽  
pp. 385-403 ◽  
Author(s):  
Mark Scott Rosenbaum ◽  
Rojan Baniya ◽  
Tali Seger-Guttmann
Keyword(s):  
Service Quality ◽  
Survey Methodology ◽  
Service Providers ◽  
Online Reviews ◽  
Original Research ◽  
Frontline Employees ◽  
Content Type ◽  
Word Clouds ◽  
Disabled Employees ◽  
The Impact

Purpose The purpose of this paper is to investigate the impact of disabled service providers on customers’ evaluations of service quality and behavioural intentions. Design/methodology/approach The authors conducted a qualitative analysis of online reviews from samples collected in a “dining-in-the-dark” restaurant, which employs blind waiters, and from a restaurant that employs deaf servers. The authors also put forth three quantitative analyses that use survey methodology. Findings Based on word clouds generated by online data, the findings show that customers treat the hiring of disabled service providers as the most prominent clue in their perceptions of organizational service quality. The quantitative results further illustrate that customers who hold more favourable attitudes towards disabled employees are more likely than other customers to spread positive word-of-mouth (WOM). Another analysis reveals that attitudes towards disabled employees are a separate construct from human compassion. Research limitations/implications Customers’ attitudes towards disabled frontline service employees represent a service quality driver. The authors offer researchers an exploratory scale on consumer attitudes towards the hiring of disabled employees to further refine and develop for future validation. Practical implications Retail organizations may be able to obtain a competitive advantage by employing frontline disabled people through customer WOM communications. These communications are linked to positive organizational outcomes. Originality/value Retail and service researchers know considerably little about customers’ perceptions of interacting with disabled employees. This paper represents original research that encourages retail and service organization to employ disabled frontline employees.

Multiculturalism, Language Barriers, and Service Quality

2016 ◽  
Vol 21 (1) ◽  
pp. 33-36
Author(s):  
Mark Morgan ◽  
Kai Qiao
Keyword(s):  
Service Quality ◽  
National Parks ◽  
Language Barriers ◽  
The United States ◽  
Past Century ◽  
Minority Population ◽  
English Only ◽  
Agency Support ◽  
White Majority ◽  
Managerial Implications

If the White majority becomes a minority population in the United States by 2050, as predicted, this shift might result in a dilemma for the National Park Service (NPS) because Caucasians have provided the mainstay of agency support over the past century. According to published reports, recommendations to improve park awareness and relevance for underserved groups are being addressed by the National Parks Conservation Association. Although Asians are one of the fastest growing minorities in the U.S., they are infrequent NPS visitors. One possible explanation is language barriers, compounded by English-only websites and printed material. A service-quality test using a Chinese confederate was designed to examine some performance measures. Of the 370 national parks queried, less than 18% had any information for Chinese visitors. Some managerial implications for Asian inclusiveness are discussed.

scholarly journals More than one road goes to Rome: Understanding the complex behavioral solutions of mobile money clientele from the lens of fsQCA

2021 ◽  
Vol 6 (2) ◽  
pp. 1-20
Author(s):  
Enock Mintah Ampaw ◽  
Albert Adu-Sackey ◽  
Samuel Baffoe ◽  
Joseph Frempong ◽  
Nborlen Mark Nte-Adik ◽  
...  
Keyword(s):  
Service Quality ◽  
Financial Literacy ◽  
Service Industry ◽  
Service Providers ◽  
Factor Model ◽  
Management Research ◽  
Mobile Money ◽  
Sample Data ◽  
Complex Solutions ◽  
Market Leadership

The study was commissioned to investigate the complex behavioral dispositions of the mobile money service industry in Ghana, and its associated operational challenges. To achieve this, the views of 417, participants were sampled via a structured survey instrument. Tosmana and AMOS Graphics were used to analyze the sample data. The findings of the study demonstrate that the behavioral dispositions of mobile money clientele can be explained through twelve complex solutions. The six-factor model of the study constructs produced an overall solution coverage of 0.94, and an overall solution consistency of 0.80. Furthermore, the AVE and Cronbach’s alpha statistics of the study constructs were found to be above the recommended threshold of > 0.5 and ≥ 0.7, respectively. Moreover, cyber fraud, risky service landscape, poor network, insufficient electronic funds, unforgiven competition, and low financial literacy were identified as the main challenges bedeviling the mobile money industry. It is therefore, recommended that mobile money service providers as a matter of urgency must devise strategies to arrest these challenges in order to heighten service quality in the industry. Again, to ensure market leadership within the mobile money service industry, managers must develop varied product offerings to meet customers’ expectation in each stratum of the twelve complex solutions as enshrined in the findings of the study. Citation: Ampaw, M. E., Adu-Sackey, A., Baffoe, S., Frempong, J., Nbolen, M. N. A. and Azaare, J. (2021). More than one road goes to Rome: Understanding the complex behavioral solutions of mobile money clientele from the lens of fsQCA. International Journal of Technology and Management Research (IJTMR), Vol. 6 (2): Pp.1－20. Received: January 3, 2021Accepted: September 1, 2021

scholarly journals Every Story Has Two Sides: Co-Production in the Financial Service Industry

2018 ◽  
Vol 4 (1) ◽  
pp. 6
Author(s):  
Li-Wei Wu
Keyword(s):  
Job Stress ◽  
Employee Satisfaction ◽  
Service Industry ◽  
Service Providers ◽  
Dark Side ◽  
Service Research ◽  
Negative Consequences ◽  
Self Monitoring ◽  
Service Employees ◽  
Managerial Implications

Co-production is an important process that alters value creation and improves relationships between service providers and their customers. Much service research has emphasized the importance of service employees as boundary spanners that interact with customers by co-production. Service employees frequently engage in co-production requirements. Such practice allows customers and service employees to access and leverage resources residing in their relationships. Clearly, marketing literature focuses on the bright side of co-production. Nevertheless, the costs and potential negative consequences associated with the dark side of co-production must be further considered. Therefore, this study aims to present a conceptual framework that explores the relationships among co-production, co-production enjoyment, co-production intensity, service effort, job stress, and employee satisfaction, and their effects on customer satisfaction. Furthermore, this study seeks to propose how the effects of co-production on co-production enjoyment, co-production intensity, service effort, job stress depend on the self-efficacy of customers and self-monitoring by service employees. This study provides interesting theoretical insights and valuable managerial implications as regards the positive and negative aspects of co-production and encourage service employees to perform service effort while minimizing job stress. Most importantly, this study provides an understanding of the specific process of co-production to enhance customer and employee satisfaction.

Responsive and Responsible: Customizing Management Responses to Online Traveler Reviews

2020 ◽  
pp. 004728752097104
Author(s):  
Xiaowei Zhang ◽  
Yang Yang ◽  
Shuchen Qiao ◽  
Ziqiong Zhang
Keyword(s):  
Virtual Environment ◽  
Econometric Model ◽  
Service Providers ◽  
Online Reviews ◽  
Response Style ◽  
Linguistic Style ◽  
Empirical Results ◽  
Managerial Implications ◽  
Job Title ◽  
Perceived Helpfulness

The helpfulness of online reviews greatly facilitates travelers’ information searches, and helpful reviews can popularize travel service providers within a virtual environment. This study examines how the helpfulness of travel reviews is influenced by customized management responses from a linguistic perspective. Based on TripAdvisor data for 946 hotels in the state of Texas, we apply an econometric model to understand which management response style most effectively promotes customers’ perceived helpfulness of the corresponding review. Empirical results show that a matched linguistic style and low similarity in management responses can motivate consumers to leave a “helpfulness” vote to the corresponding review; the review rating, hotel class, and respondent’s job title are found to significantly moderate these effects. Lastly, pertinent managerial implications are provided.

scholarly journals PENGARUH KUALITAS LAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH

2018 ◽  
Vol 10 (2) ◽  
pp. 201
Author(s):  
Mutmainnah Mutmainnah
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Industry ◽  
Service Providers ◽  
Corporate Image ◽  
Equation Modeling

<p><em>As a primary factor in satisfaction and loyalty,</em><em> </em><em>service quality and image has been given a lot of attention</em><em>. </em><em>This research used a sample of 120 respondents and analyzed the data using structural equation modeling. Findings reveal that service quality and corporate image are antecedents of customer satisfaction, but customer satisfaction surprisingly does not have positive and significant effect on customer loyalty. </em><em>The implications for service providers in any platform service industry is that customer satisfaction has not key success to loyalty but continuously improves the quality of service and corporate image of satisfaction, but it creates loyalty to buy services and recommend to others.  </em><em></em></p><p><em> </em></p>

DECISION-MAKING IN THE SERVICE SECTOR — COMPARISON OF INFORMATION TECHNOLOGY ACQUISITION BETWEEN PRIVATE AND PUBLIC INSTITUTES

2007 ◽  
Vol 04 (01) ◽  
pp. 41-58 ◽  
Author(s):  
ROSINE HANNA ◽  
TUGRUL U. DAIM
Keyword(s):  
Decision Making ◽  
Information Technologies ◽  
Service Sector ◽  
Service Industry ◽  
Service Providers ◽  
The United States ◽  
Private And Public ◽  
Decision Making Processes ◽  
Private Corporations ◽  
High Level

This study explores differences in decision making processes of public and private organizations in the service industry when they acquire information technologies (IT). The service sector has become increasingly important for economic growth and wealth in the United States. It is the fastest growing sector among the three traditional sectors: goods, manufacturing and services. Aside from the fast growing privately organized service business, public organizations have played an important role as service providers for many years. The public sector has also undergone significant changes towards privatizations. Public service organizations have started to compete with the private sector. Thus, they are forced to improve the speed and efficiency of their decision making processes. The study accomplishes this by specifically investigating IT-purchasing decisions of three private corporations, one academic institution and the United Nations. The study makes use of expert interviews done on site or on line with mid and high-level decision makers of the five organizations.

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