{"id":"https://openalex.org/W2985202705","doi":"https://doi.org/10.1108/jeim-03-2019-0086","title":"A new approach of social media analytics to predict service quality: evidence from the airline industry","display_name":"A new approach of social media analytics to predict service quality: evidence from the airline industry","publication_year":2019,"publication_date":"2019-11-13","ids":{"openalex":"https://openalex.org/W2985202705","doi":"https://doi.org/10.1108/jeim-03-2019-0086","mag":"2985202705"},"language":"en","primary_location":{"id":"doi:10.1108/jeim-03-2019-0086","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jeim-03-2019-0086","pdf_url":null,"source":{"id":"https://openalex.org/S141478581","display_name":"Journal of Enterprise Information Management","issn_l":"1741-0398","issn":["1741-0398","1758-7409"],"is_oa":false,"is_in_doaj":false,"is_core":true,"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 Enterprise Information Management","raw_type":"journal-article"},"type":"article","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/A5103016246","display_name":"Xin Tian","orcid":"https://orcid.org/0000-0002-0377-0639"},"institutions":[{"id":"https://openalex.org/I172980758","display_name":"Kennesaw State University","ror":"https://ror.org/00jeqjx33","country_code":"US","type":"education","lineage":["https://openalex.org/I172980758"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Xin Tian","raw_affiliation_strings":["Department of Information Technology, Kennesaw State University, Kennesaw, Georgia, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Information Technology, Kennesaw State University, Kennesaw, Georgia, USA","institution_ids":["https://openalex.org/I172980758"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5082039703","display_name":"Wu He","orcid":"https://orcid.org/0000-0002-4699-7710"},"institutions":[{"id":"https://openalex.org/I4210133369","display_name":"Decision Sciences (United States)","ror":"https://ror.org/03gcvf773","country_code":"US","type":"company","lineage":["https://openalex.org/I4210133369"]},{"id":"https://openalex.org/I81365321","display_name":"Old Dominion University","ror":"https://ror.org/04zjtrb98","country_code":"US","type":"education","lineage":["https://openalex.org/I81365321"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Wu He","raw_affiliation_strings":["Department of Information Technology and Decision Sciences, Old Dominion University, Norfolk, Virginia, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Information Technology and Decision Sciences, Old Dominion University, Norfolk, Virginia, USA","institution_ids":["https://openalex.org/I81365321","https://openalex.org/I4210133369"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5039242928","display_name":"Chuanyi Tang","orcid":"https://orcid.org/0000-0002-7203-2664"},"institutions":[{"id":"https://openalex.org/I81365321","display_name":"Old Dominion University","ror":"https://ror.org/04zjtrb98","country_code":"US","type":"education","lineage":["https://openalex.org/I81365321"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Chuanyi Tang","raw_affiliation_strings":["Department of Marketing, Old Dominion University, Norfolk, Virginia, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, Old Dominion University, Norfolk, Virginia, USA","institution_ids":["https://openalex.org/I81365321"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100435386","display_name":"Ling Li","orcid":"https://orcid.org/0000-0003-4809-5750"},"institutions":[{"id":"https://openalex.org/I4210133369","display_name":"Decision Sciences (United States)","ror":"https://ror.org/03gcvf773","country_code":"US","type":"company","lineage":["https://openalex.org/I4210133369"]},{"id":"https://openalex.org/I81365321","display_name":"Old Dominion University","ror":"https://ror.org/04zjtrb98","country_code":"US","type":"education","lineage":["https://openalex.org/I81365321"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Ling Li","raw_affiliation_strings":["Department of Information Technology and Decision Sciences, Old Dominion University, Norfolk, Virginia, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Information Technology and Decision Sciences, Old Dominion University, Norfolk, Virginia, USA","institution_ids":["https://openalex.org/I81365321","https://openalex.org/I4210133369"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5000005835","display_name":"Hangjun Xu","orcid":null},"institutions":[{"id":"https://openalex.org/I155673605","display_name":"Union University","ror":"https://ror.org/02c561939","country_code":"US","type":"education","lineage":["https://openalex.org/I155673605"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Hangjun Xu","raw_affiliation_strings":["Department of Marketing, Union University, Jackson, Tennessee, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, Union University, Jackson, Tennessee, USA","institution_ids":["https://openalex.org/I155673605"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5058021594","display_name":"David D. Selover","orcid":null},"institutions":[{"id":"https://openalex.org/I81365321","display_name":"Old Dominion University","ror":"https://ror.org/04zjtrb98","country_code":"US","type":"education","lineage":["https://openalex.org/I81365321"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"David Selover","raw_affiliation_strings":["Department of Economics, Old Dominion University, Norfolk, Virginia, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Economics, Old Dominion University, Norfolk, Virginia, USA","institution_ids":["https://openalex.org/I81365321"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":6.5061,"has_fulltext":false,"cited_by_count":80,"citation_normalized_percentile":{"value":0.96281529,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":94,"max":100},"biblio":{"volume":"33","issue":"1","first_page":"51","last_page":"70"},"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":0.9994000196456909,"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/T12384","display_name":"Customer churn and segmentation","score":0.9957000017166138,"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/servqual","display_name":"SERVQUAL","score":0.6948599815368652},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.6438212990760803},{"id":"https://openalex.org/keywords/social-media","display_name":"Social media","score":0.6103765964508057},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.57911616563797},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.5633286833763123},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5517734885215759},{"id":"https://openalex.org/keywords/analytics","display_name":"Analytics","score":0.5160033702850342},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.429358571767807},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.35491418838500977},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.2618635296821594},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.2609522342681885},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.2513647675514221}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.6948599815368652},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6438212990760803},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.6103765964508057},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.57911616563797},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5633286833763123},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5517734885215759},{"id":"https://openalex.org/C79158427","wikidata":"https://www.wikidata.org/wiki/Q485396","display_name":"Analytics","level":2,"score":0.5160033702850342},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.429358571767807},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.35491418838500977},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.2618635296821594},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2609522342681885},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2513647675514221},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","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":1,"locations":[{"id":"doi:10.1108/jeim-03-2019-0086","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jeim-03-2019-0086","pdf_url":null,"source":{"id":"https://openalex.org/S141478581","display_name":"Journal of Enterprise Information Management","issn_l":"1741-0398","issn":["1741-0398","1758-7409"],"is_oa":false,"is_in_doaj":false,"is_core":true,"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 Enterprise Information Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9","score":0.5600000023841858}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":56,"referenced_works":["https://openalex.org/W173698939","https://openalex.org/W319996907","https://openalex.org/W585582522","https://openalex.org/W1526487863","https://openalex.org/W1530534970","https://openalex.org/W1608836379","https://openalex.org/W1689771227","https://openalex.org/W1968560415","https://openalex.org/W1971051581","https://openalex.org/W1987539444","https://openalex.org/W1990942037","https://openalex.org/W1992777957","https://openalex.org/W1997197585","https://openalex.org/W1998734390","https://openalex.org/W2019549046","https://openalex.org/W2023796480","https://openalex.org/W2026368098","https://openalex.org/W2031897603","https://openalex.org/W2033609349","https://openalex.org/W2036032986","https://openalex.org/W2042077375","https://openalex.org/W2047837277","https://openalex.org/W2049059767","https://openalex.org/W2055192033","https://openalex.org/W2075902832","https://openalex.org/W2100772444","https://openalex.org/W2125132089","https://openalex.org/W2128837546","https://openalex.org/W2133120537","https://openalex.org/W2141575258","https://openalex.org/W2143882938","https://openalex.org/W2146123582","https://openalex.org/W2146186607","https://openalex.org/W2149628368","https://openalex.org/W2151739142","https://openalex.org/W2160660844","https://openalex.org/W2166182849","https://openalex.org/W2252619433","https://openalex.org/W2271153056","https://openalex.org/W2279613347","https://openalex.org/W2293356236","https://openalex.org/W2328246837","https://openalex.org/W2489406233","https://openalex.org/W2580814591","https://openalex.org/W2626094353","https://openalex.org/W2729730481","https://openalex.org/W2739706500","https://openalex.org/W2751793116","https://openalex.org/W2771162014","https://openalex.org/W2886758024","https://openalex.org/W2891388289","https://openalex.org/W2909667108","https://openalex.org/W2942815406","https://openalex.org/W2949380545","https://openalex.org/W3123091093","https://openalex.org/W4240969601"],"related_works":["https://openalex.org/W2039989613","https://openalex.org/W3017066641","https://openalex.org/W2295992782","https://openalex.org/W2334765428","https://openalex.org/W3034370789","https://openalex.org/W2883190652","https://openalex.org/W2221765817","https://openalex.org/W1482263704","https://openalex.org/W2272294595","https://openalex.org/W2014939815"],"abstract_inverted_index":{"Purpose":[0],"Research":[1],"on":[2],"how":[3,181],"to":[4,9,32,40,60,71,142,166,177,182,210],"use":[5],"social":[6,57,68,112,134,186],"media":[7,58,69,113,135,187],"data":[8,70,87,96,188],"measure":[10,41,72],"and":[11,103,138,155,175,184,207],"evaluate":[12,61],"service":[13,43,47,62,74,116,130,145,152,168,194,217],"quality":[14,44,75,117,131,153],"is":[15,31],"still":[16],"limited.":[17],"To":[18],"fill":[19],"the":[20,24,26,42,46,73,77,81,109,120,124,128,144,190,212],"research":[21],"gap":[22],"in":[23,45],"literature,":[25],"purpose":[27,191],"of":[28,55,76,122,192],"this":[29],"paper":[30,66,150,198],"open":[33],"a":[34,51,156,200],"new":[35,52],"avenue":[36],"for":[37,91,189],"future":[38],"work":[39],"industry":[48,79,214],"by":[49,163],"developing":[50],"analytical":[53],"approach":[54],"using":[56],"analytics":[59],"quality.":[63,146,169,195,218],"Design/methodology/approach":[64],"This":[65,149,170,197],"uses":[67,204],"airline":[78,213],"with":[80,114],"SERVQUAL":[82,93],"metrics.":[83],"A":[84],"novel":[85,201],"benchmark":[86],"set":[88,97],"was":[89,98],"created":[90],"each":[92],"metric.":[94],"The":[95],"analyzed":[99],"through":[100],"text":[101,205],"mining":[102,206],"sentiment":[104,208],"analysis.":[105],"Findings":[106],"By":[107],"comparing":[108],"results":[110],"from":[111,119,133],"official":[115],"report":[118],"Department":[121],"Transportation,":[123],"authors":[125],"found":[126],"that":[127,158,203],"proposed":[129],"metrics":[132,154],"are":[136],"valid":[137],"can":[139,159],"be":[140,160],"used":[141],"estimate":[143],"Practical":[147],"implications":[148],"presents":[151],"methodology":[157,202],"easily":[161],"adopted":[162],"other":[164],"businesses":[165,179],"assess":[167,215],"study":[171],"also":[172],"provides":[173],"guidance":[174],"suggestions":[176],"help":[178,211],"understand":[180],"collect":[183],"analyze":[185],"evaluating":[193],"Originality/value":[196],"offers":[199],"analysis":[209],"its":[216]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":29},{"year":2024,"cited_by_count":14},{"year":2023,"cited_by_count":13},{"year":2022,"cited_by_count":14},{"year":2021,"cited_by_count":7},{"year":2020,"cited_by_count":2}],"updated_date":"2026-05-21T06:26:12.895304","created_date":"2025-10-10T00:00:00"}