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 …

The spread and use of social networks provide a rich data source that can be used to
answer a wide range of research questions from various disciplines. However, the nature of …

Despite the claim that artificial intelligence (AI) has the potential to increase efficiency in and
for airlines, current literature is limited concerning models and frameworks to assess AI …

Purpose Aligning business innovation with the sustainable development goals (SDGs)
creates immense opportunities to solve societal challenges along with business growth and …

In business-to-business (B2B) service organisations, unethical practices frequently lead to
an adverse impact on business. Therefore, B2B must adopt the ethical use of information …

The influence of return channel type on the relationship between return service quality and
customer loyalty in omnichannel retailing | Emerald Insight Books and journals Case studies …

Purpose The extant literature has utilized the SERVQUAL scale to measure service quality
dimensions and their importance towards customer-satisfaction using close-ended survey …

Abstract Service quality is of paramount importance for the long-term sustainability of the
airline industry, which is characterized by intense competition. However, previous research …

Purpose The purpose of this paper is to develop an effective approach to support and guide
production improvement processes utilising online product reviews. Design/methodology …

The rise in the service economy has been fueled by breakthroughs in technology,
globalization, and evolving consumer patterns. However, this sector faces various …