{"id":"https://openalex.org/W3092571425","doi":"https://doi.org/10.1007/978-3-030-61140-8_11","title":"Service Quality Evaluation Using Text Mining: A Systematic Literature Review","display_name":"Service Quality Evaluation Using Text Mining: A Systematic Literature Review","publication_year":2020,"publication_date":"2020-01-01","ids":{"openalex":"https://openalex.org/W3092571425","doi":"https://doi.org/10.1007/978-3-030-61140-8_11","mag":"3092571425"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-030-61140-8_11","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-61140-8_11","pdf_url":null,"source":{"id":"https://openalex.org/S4210177767","display_name":"Lecture notes in business information processing","issn_l":"1865-1348","issn":["1865-1348","1865-1356"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Business Information Processing","raw_type":"book-chapter"},"type":"book-chapter","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/A5052274814","display_name":"Filip Vencovsk\u00fd","orcid":"https://orcid.org/0000-0002-4963-3912"},"institutions":[{"id":"https://openalex.org/I35913352","display_name":"Prague University of Economics and Business","ror":"https://ror.org/029ecwj92","country_code":"CZ","type":"education","lineage":["https://openalex.org/I35913352"]}],"countries":["CZ"],"is_corresponding":true,"raw_author_name":"Filip Vencovsk\u00fd","raw_affiliation_strings":["University of Economics, Prague, Czechia"],"raw_orcid":"https://orcid.org/0000-0002-4963-3912","affiliations":[{"raw_affiliation_string":"University of Economics, Prague, Czechia","institution_ids":["https://openalex.org/I35913352"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5052274814"],"corresponding_institution_ids":["https://openalex.org/I35913352"],"apc_list":null,"apc_paid":null,"fwci":11.7189,"has_fulltext":false,"cited_by_count":11,"citation_normalized_percentile":{"value":0.98518205,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":91,"max":98},"biblio":{"volume":null,"issue":null,"first_page":"159","last_page":"173"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9950000047683716,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9926000237464905,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.7316356897354126},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6742750406265259},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.6367478370666504},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5742157101631165},{"id":"https://openalex.org/keywords/sentiment-analysis","display_name":"Sentiment analysis","score":0.5486904978752136},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.4989125728607178},{"id":"https://openalex.org/keywords/systematic-review","display_name":"Systematic review","score":0.45931369066238403},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.4227464199066162},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3578760623931885},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.3442574143409729},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.21407592296600342},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.18195489048957825},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.11065477132797241}],"concepts":[{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.7316356897354126},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6742750406265259},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6367478370666504},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5742157101631165},{"id":"https://openalex.org/C66402592","wikidata":"https://www.wikidata.org/wiki/Q2271421","display_name":"Sentiment analysis","level":2,"score":0.5486904978752136},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.4989125728607178},{"id":"https://openalex.org/C189708586","wikidata":"https://www.wikidata.org/wiki/Q1504425","display_name":"Systematic review","level":3,"score":0.45931369066238403},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4227464199066162},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3578760623931885},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.3442574143409729},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.21407592296600342},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.18195489048957825},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.11065477132797241},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C2779473830","wikidata":"https://www.wikidata.org/wiki/Q1540899","display_name":"MEDLINE","level":2,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-030-61140-8_11","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-61140-8_11","pdf_url":null,"source":{"id":"https://openalex.org/S4210177767","display_name":"Lecture notes in business information processing","issn_l":"1865-1348","issn":["1865-1348","1865-1356"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Business Information Processing","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":49,"referenced_works":["https://openalex.org/W975995802","https://openalex.org/W1538264000","https://openalex.org/W1542558466","https://openalex.org/W1576603561","https://openalex.org/W1585650195","https://openalex.org/W1590240496","https://openalex.org/W1683742771","https://openalex.org/W1689771227","https://openalex.org/W1970827582","https://openalex.org/W1971051581","https://openalex.org/W1972458078","https://openalex.org/W1990942037","https://openalex.org/W1994757795","https://openalex.org/W1996655503","https://openalex.org/W1997071685","https://openalex.org/W2002207798","https://openalex.org/W2019438374","https://openalex.org/W2031235127","https://openalex.org/W2033267424","https://openalex.org/W2033384279","https://openalex.org/W2043635943","https://openalex.org/W2068322856","https://openalex.org/W2082383398","https://openalex.org/W2087836953","https://openalex.org/W2094013842","https://openalex.org/W2171003352","https://openalex.org/W2188598232","https://openalex.org/W2381683359","https://openalex.org/W2398207577","https://openalex.org/W2507639229","https://openalex.org/W2511357636","https://openalex.org/W2555816110","https://openalex.org/W2602226862","https://openalex.org/W2729730481","https://openalex.org/W2755506125","https://openalex.org/W2758815829","https://openalex.org/W2768163028","https://openalex.org/W2792665168","https://openalex.org/W2805576333","https://openalex.org/W2888397051","https://openalex.org/W2892137778","https://openalex.org/W2896968389","https://openalex.org/W2899232971","https://openalex.org/W2919350184","https://openalex.org/W2919929668","https://openalex.org/W2923528470","https://openalex.org/W2949274865","https://openalex.org/W2968835199","https://openalex.org/W2993843842"],"related_works":["https://openalex.org/W3029938882","https://openalex.org/W2565660988","https://openalex.org/W4378716112","https://openalex.org/W2927101929","https://openalex.org/W2150533732","https://openalex.org/W2794414466","https://openalex.org/W3013875684","https://openalex.org/W2354159374","https://openalex.org/W2182535154","https://openalex.org/W3153014576"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":5},{"year":2022,"cited_by_count":3}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}