In recent years, big data has emerged as one of the prominent buzzwords in business and
management. In spite of the mounting body of research on big data across the social …

Although big data, big data analytics (BDA) and business intelligence have attracted
growing attention of both academics and practitioners, a lack of clarity persists about how …

Contextualized in postpurchase consumption in business-to-business settings, the authors
contribute to customer experience (CX) management theory and practice in three important …

Customers increasingly rely on other consumers' reviews to make purchase decisions
online. New insights into the customer review phenomenon can be derived from studying …

Complexity surrounding the holistic nature of customer experience has made measuring
customer perceptions of interactive service experiences challenging. At the same time …

Online product reviews are ubiquitous and helpful sources of information available to
consumers for making purchase decisions. Consumers rely on both the quantitative aspects …

Establishing the relation between online ratings and reviews provides a potentially
inexpensive and effective way for restaurants to capture quality improvement hints from …

Purpose The purpose of this paper is to illustrate the current state of research on the
significance of big data in and for corporate communication and to introduce a framework …

Purpose The purpose of this paper is to offer a step-by-step text mining analysis roadmap
(TMAR) for service researchers. The paper provides guidance on how to choose between …

Creating a strong customer experience is a strategic priority for organizations. Companies
are leveraging new technologies such as mobile applications, social media platforms, virtual …