Applications of text mining in services management: A systematic literature review

International Journal of Information Management Data Insights

Arpan Kumar Kar¹  Sunil Kumar²  P. Vigneswara Ilavarasan³ 

[1] Department of Management Studies, Indian Institute of Technology Delhi, Hauz Khas, New Delhi 110016, India;Corresponding author.;Department of Management Studies, Indian Institute of Technology Delhi, Hauz Khas, New Delhi 110016, India;

关键词: Text mining;    Sentiment analysis;    Topic modeling;    Services management;    Marketing;    Social media;   

DOI  :  

来源: DOAJ

【 摘 要 】

The importance of text mining is increasing in services management as the access to big data is increasing across digital platforms enabling such services. This study adopts a systematic literature review on the application of text mining in services management. First, we analyzed the literature on which has used text mining methods like Sentiment Analysis, Topic Modeling, and Natural language Processing (NLP) in reputed business management journals. Further, we applied visualization tools for text mining and the topic association to understand the dominant themes and relationships. The analysis highlighted that social media analysis, market analysis, competitive intelligence are the most dominant themes while other themes like risk management and fake content detection are also explored. Further, based on the analysis, future research agenda in the field of text mining in services management has been indicated.

【 授权许可】

Unknown