{"id":"https://openalex.org/W2980049533","doi":"https://doi.org/10.1108/josm-08-2019-0254","title":"From words to pixels: text and image mining methods for service research","display_name":"From words to pixels: text and image mining methods for service research","publication_year":2019,"publication_date":"2019-10-09","ids":{"openalex":"https://openalex.org/W2980049533","doi":"https://doi.org/10.1108/josm-08-2019-0254","mag":"2980049533"},"language":"en","primary_location":{"id":"doi:10.1108/josm-08-2019-0254","doi":"https://doi.org/10.1108/josm-08-2019-0254","is_oa":false,"landing_page_url":"https://doi.org/10.1108/josm-08-2019-0254","pdf_url":null,"source":{"id":"https://openalex.org/S107183665","display_name":"Journal of service management","issn_l":"1757-5826","issn":["1757-5826","1757-5818"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-2","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Service Management","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5072487691","display_name":"Francisco Javier Villarroel Ordenes","orcid":"https://orcid.org/0000-0002-3321-3729","observed_orcids":["https://orcid.org/0000-0002-3321-3729"]},"institutions":[{"id":"https://openalex.org/I24603500","display_name":"University of Massachusetts Amherst","ror":"https://ror.org/0072zz521","country_code":"US","type":"education","lineage":["https://openalex.org/I24603500"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Francisco Villarroel Ordenes","raw_affiliation_strings":["Department of Marketing, University of Massachusetts Amherst, Amherst, Massachusetts, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, University of Massachusetts Amherst, Amherst, Massachusetts, USA","institution_ids":["https://openalex.org/I24603500"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5102749895","display_name":"Shunyuan Zhang","orcid":"https://orcid.org/0000-0002-9044-1621","observed_orcids":["https://orcid.org/0000-0002-9044-1621"]},"institutions":[{"id":"https://openalex.org/I136199984","display_name":"Harvard University","ror":"https://ror.org/03vek6s52","country_code":"US","type":"education","lineage":["https://openalex.org/I136199984"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Shunyuan Zhang","raw_affiliation_strings":["Harvard University, Cambridge, Massachusetts, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Harvard University, Cambridge, Massachusetts, USA","institution_ids":["https://openalex.org/I136199984"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":15.5148,"has_fulltext":false,"cited_by_count":62,"citation_normalized_percentile":{"value":0.98860898,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":99},"biblio":{"volume":"30","issue":"5","first_page":"593","last_page":"620"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T13910","display_name":"Computational and Text Analysis Methods","score":0.7221999764442444,"subfield":{"id":"https://openalex.org/subfields/3300","display_name":"General Social Sciences"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T13910","display_name":"Computational and Text Analysis Methods","score":0.7221999764442444,"subfield":{"id":"https://openalex.org/subfields/3300","display_name":"General Social Sciences"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.27079999446868896,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.001500000013038516,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/text-mining","display_name":"text mining","score":0.996999979019165},{"id":"https://openalex.org/keywords/image-mining","display_name":"image mining","score":0.9990000128746033},{"id":"https://openalex.org/keywords/service-research","display_name":"service research","score":0.9639999866485596},{"id":"https://openalex.org/keywords/consumer-confidence","display_name":"consumer confidence","score":0.5600000023841858},{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.8360000252723694},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9449999928474426},{"id":"https://openalex.org/keywords/unstructured-data","display_name":"unstructured data","score":0.7360000014305115},{"id":"https://openalex.org/keywords/customer-reviews","display_name":"customer reviews","score":0.9139999747276306},{"id":"https://openalex.org/keywords/social-media-images","display_name":"social media images","score":0.9670000076293945},{"id":"https://openalex.org/keywords/deep-learning","display_name":"deep learning","score":0.6589999794960022},{"id":"https://openalex.org/keywords/frontline-workers","display_name":"frontline workers","score":0.6629999876022339},{"id":"https://openalex.org/keywords/transformative-consumer-research","display_name":"transformative consumer research","score":0.6449999809265137},{"id":"https://openalex.org/keywords/construct-measurement","display_name":"construct measurement","score":0.31700000166893005}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5980268120765686},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5710500478744507},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.5151830911636353},{"id":"https://openalex.org/C70587473","wikidata":"https://www.wikidata.org/wiki/Q7834111","display_name":"Transformative learning","level":2,"score":0.48584386706352234},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.47772452235221863},{"id":"https://openalex.org/C192209626","wikidata":"https://www.wikidata.org/wiki/Q190909","display_name":"Focus (optics)","level":2,"score":0.4239356517791748},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.38010281324386597},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.22363609075546265},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.15410393476486206},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.11626294255256653},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C19417346","wikidata":"https://www.wikidata.org/wiki/Q7922","display_name":"Pedagogy","level":1,"score":0.0},{"id":"https://openalex.org/C120665830","wikidata":"https://www.wikidata.org/wiki/Q14620","display_name":"Optics","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1108/josm-08-2019-0254","doi":"https://doi.org/10.1108/josm-08-2019-0254","is_oa":false,"landing_page_url":"https://doi.org/10.1108/josm-08-2019-0254","pdf_url":null,"source":{"id":"https://openalex.org/S107183665","display_name":"Journal of service management","issn_l":"1757-5826","issn":["1757-5826","1757-5818"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-2","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Service Management","raw_type":"journal-article"},{"id":"pmh:oai:cris.unibo.it:11585/981470","doi":null,"is_oa":false,"landing_page_url":"https://hdl.handle.net/11585/981470","pdf_url":null,"source":{"id":"https://openalex.org/S4306402579","display_name":"Archivio istituzionale della ricerca (Alma Mater Studiorum Universit\u00e0 di Bologna)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210117483","host_organization_name":"Istituto di Ematologia di Bologna","host_organization_lineage":["https://openalex.org/I4210117483"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:iris.luiss.it:11385/196941","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/11385/196941","pdf_url":null,"source":{"id":"https://openalex.org/S4377196446","display_name":"IRIS - Institutional Research Information System (Libera Universit\u00e0 Internazionale degli Studi Sociali Guido Carli)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I56441308","host_organization_name":"Libera Universit\u00e0 Internazionale degli Studi Sociali Guido Carli","host_organization_lineage":["https://openalex.org/I56441308"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":100,"referenced_works":["https://openalex.org/W295894637","https://openalex.org/W1496950868","https://openalex.org/W1514535095","https://openalex.org/W1677409904","https://openalex.org/W1686810756","https://openalex.org/W1740271528","https://openalex.org/W1975227708","https://openalex.org/W1978386552","https://openalex.org/W1983472973","https://openalex.org/W2000553295","https://openalex.org/W2025481627","https://openalex.org/W2031998113","https://openalex.org/W2041785371","https://openalex.org/W2052794064","https://openalex.org/W2064883466","https://openalex.org/W2084046180","https://openalex.org/W2096472197","https://openalex.org/W2098062695","https://openalex.org/W2112796928","https://openalex.org/W2116146325","https://openalex.org/W2118641154","https://openalex.org/W2122412231","https://openalex.org/W2122983118","https://openalex.org/W2124386111","https://openalex.org/W2132314509","https://openalex.org/W2133880275","https://openalex.org/W2138038820","https://openalex.org/W2138451337","https://openalex.org/W2140910804","https://openalex.org/W2153635508","https://openalex.org/W2161738110","https://openalex.org/W2163605009","https://openalex.org/W2165740683","https://openalex.org/W2170240176","https://openalex.org/W2194775991","https://openalex.org/W2222428193","https://openalex.org/W2250539671","https://openalex.org/W2286072390","https://openalex.org/W2329431965","https://openalex.org/W2331720181","https://openalex.org/W2342948114","https://openalex.org/W2346265432","https://openalex.org/W2396526128","https://openalex.org/W2400752111","https://openalex.org/W2422895071","https://openalex.org/W2463592278","https://openalex.org/W2474490143","https://openalex.org/W2508526766","https://openalex.org/W2558617932","https://openalex.org/W2560380401","https://openalex.org/W2594250733","https://openalex.org/W2607029911","https://openalex.org/W2734868418","https://openalex.org/W2749116679","https://openalex.org/W2752206162","https://openalex.org/W2761394648","https://openalex.org/W2761970766","https://openalex.org/W2762750803","https://openalex.org/W2765195011","https://openalex.org/W2772979648","https://openalex.org/W2786141192","https://openalex.org/W2791075556","https://openalex.org/W2794111591","https://openalex.org/W2794778204","https://openalex.org/W2797060011","https://openalex.org/W2803590544","https://openalex.org/W2805576333","https://openalex.org/W2808003960","https://openalex.org/W2811071052","https://openalex.org/W2811372867","https://openalex.org/W2892137778","https://openalex.org/W2892199291","https://openalex.org/W2901065167","https://openalex.org/W2902296747","https://openalex.org/W2910158401","https://openalex.org/W2912773127","https://openalex.org/W2919115771","https://openalex.org/W2922826082","https://openalex.org/W2936937709","https://openalex.org/W2945312809","https://openalex.org/W2949529981","https://openalex.org/W2950446185","https://openalex.org/W2963150162","https://openalex.org/W2971582131","https://openalex.org/W3040692926","https://openalex.org/W3121315632","https://openalex.org/W3121698046","https://openalex.org/W3121821896","https://openalex.org/W3122125470","https://openalex.org/W3123399111","https://openalex.org/W3123476072","https://openalex.org/W3124814550","https://openalex.org/W3125268772","https://openalex.org/W3125286374","https://openalex.org/W3125781831","https://openalex.org/W3198767726","https://openalex.org/W4200180850","https://openalex.org/W4226171820","https://openalex.org/W4235073904","https://openalex.org/W4242286335"],"related_works":["https://openalex.org/W3184003198","https://openalex.org/W3003747785","https://openalex.org/W3134570971","https://openalex.org/W3092571425","https://openalex.org/W2799983970","https://openalex.org/W4361803956","https://openalex.org/W3101444591","https://openalex.org/W2999213487","https://openalex.org/W2117922662","https://openalex.org/W1548325185"],"abstract_inverted_index":{"Purpose":[0],"The":[1,100,211,226,254],"purpose":[2],"of":[3,13,30,60,120,155,200,216,274,285,288,301,311],"this":[4],"paper":[5,278],"is":[6],"to":[7,35,151,259,265],"describe":[8],"and":[9,15,27,55,62,73,80,87,107,113,147,167,169,186,205,224,233,250,261,268,298,306,308],"position":[10],"the":[11,47,58,70,152,160,183,219,272,283,309],"state-of-the-art":[12],"text":[14,61,79,104,134,204,232,260],"image":[16,63,81,127,156,206,234,262],"mining":[17,64,82,105,135,157,207,235,263],"methods":[18,83,106,122,185,236,264,314],"in":[19,39,52,84,95,116,136,165,175,189,237,271],"business":[20,50,201],"research.":[21,41],"By":[22],"providing":[23],"a":[24,44,67,140,197,214],"detailed":[25],"conceptual":[26],"technical":[28],"review":[29,49,162,199],"both":[31],"methods,":[32],"it":[33,193],"aims":[34],"increase":[36],"their":[37,109,117,163,187],"utilization":[38],"service":[40,137,148,158,190,238,266],"Design/methodology/approach":[42],"On":[43,66],"first":[45],"stage,":[46,69],"authors":[48,71,161,227],"literature":[51,202],"marketing,":[53],"operations":[54],"management":[56],"concerning":[57,282],"use":[59,154,284,310],"methods.":[65,208],"second":[68],"identify":[72],"analyze":[74],"empirical":[75],"papers":[76,132],"that":[77,221],"used":[78],"services":[85,96],"journals":[86],"premier":[88],"business.":[89],"Finally,":[90],"avenues":[91],"for":[92,126,172,218],"further":[93,173],"research":[94,174,229,249],"are":[97,123,130,222],"provided.":[98],"Findings":[99],"manuscript":[101,180,255],"identifies":[102],"seven":[103],"describes":[108],"approaches,":[110],"processes,":[111],"techniques":[112],"algorithms,":[114],"involved":[115],"implementation.":[118],"Four":[119],"these":[121],"positioned":[124],"similarly":[125],"mining.":[128],"There":[129],"39":[131],"using":[133,203,231],"research,":[138,191],"with":[139],"focus":[141],"on":[142,182],"measuring":[143],"consumer":[144,248],"sentiment,":[145],"experiences,":[146],"quality.":[149],"Due":[150],"nonexistent":[153],"journals,":[159],"application":[164],"marketing":[166],"management,":[168],"suggest":[170],"ideas":[171],"services.":[176],"Research":[177],"limitations/implications":[178],"This":[179,277],"focuses":[181],"different":[184],"implementation":[188],"but":[192],"does":[194],"not":[195],"offer":[196],"complete":[198],"Practical":[209],"implications":[210,217],"results":[212],"have":[213],"number":[215],"discipline":[220],"presented":[223],"discussed.":[225],"provide":[228],"directions":[230],"priority":[239],"areas":[240],"such":[241],"as":[242],"artificial":[243],"intelligence,":[244],"frontline":[245],"employees,":[246],"transformative":[247],"customer":[251,291],"experience.":[252],"Originality/value":[253],"provides":[256,279],"an":[257],"introduction":[258],"researchers":[267],"practitioners":[269],"interested":[270],"analysis":[273],"unstructured":[275],"data.":[276],"several":[280],"suggestions":[281],"new":[286,302],"sources":[287],"data":[289],"(e.g.":[290,315],"reviews,":[292],"social":[293],"media":[294],"images,":[295],"employee":[296],"reviews":[297],"emails),":[299],"measurement":[300],"constructs":[303],"(beyond":[304],"sentiment":[305],"valence)":[307],"more":[312],"recent":[313],"deep":[316],"learning).":[317]},"counts_by_year":[{"year":2026,"cited_by_count":4},{"year":2025,"cited_by_count":6},{"year":2024,"cited_by_count":14},{"year":2023,"cited_by_count":8},{"year":2022,"cited_by_count":15},{"year":2021,"cited_by_count":9},{"year":2020,"cited_by_count":4},{"year":2019,"cited_by_count":2}],"updated_date":"2026-11-12T12:28:57.059296","created_date":"2019-10-18T00:00:00"}
