Concepedia

Customer Voice Analysis

Customer Voice Analysis is a methodological construct in Customer Experience Management that systematically captures, interprets, and prioritizes unstructured customer feedback to derive actionable insights into customer needs, sentiments, and expectations.

51

Publications

4.8K

Citations

132

Authors

78

Institutions

Publications per year

2017–2026

20

Variants

Voice Of The Customer Analysis

Parents

Publications

51

The Voice of the Customer

Abbie Griffin, John R. Hauser · Marketing Science · 1993 · 1.9K citations

, , +12

What do hotel customers complain about? Text analysis using structural topic model

Nan Hu, Ting Zhang, Baojun Gao et al. · Tourism Management · 2019 · 371 citations

, , +16

The Squeaky Wheel Gets the Grease—An Empirical Analysis of Customer Voice and Firm Intervention on Twitter

Liye Ma, Baohong Sun, Sunder Kekre · Marketing Science · 2015 · 249 citations

, , +17

Listening to the customer’s voice: examining perceived service value among business college students

Gaston LeBlanc, Nha Nguyen · International Journal of Educational Management · 1999 · 194 citations

, , +11

Voice of airline passenger: A text mining approach to understand customer satisfaction

Eren Sezgen, Keith Mason, Robert N. Mayer · Journal of Air Transport Management · 2019 · 191 citations · Full text

, , +16

1–5 of 51

Authors

132

  1. CA
    Celestine Aguwa

    Wayne State University, United States

    2 publications · 168 citations

    2

    h-index

  2. JR
    John R. Hauser

    North Carolina State University, United States

    2 publications · 1.9K citations

    2

    h-index

  3. CR
    Claude R. Martin

    University of Michigan, United States

    2 publications · 48 citations

    2

    h-index

  4. AG
    Abbie Griffin

    University of Utah, United States

    2 publications · 1.9K citations

    2

    h-index

  5. NJ
    Nancy J. Nighswonger

    University of Pittsburgh, United States

    2 publications · 48 citations

    2

    h-index

1–5 of 132

Institutions

78

  1. University of Michigan

    Ann Arbor, United States

    2 h-index

    2 publications

    48 citations

  2. University of Pittsburgh

    Pittsburgh, United States

    2 h-index

    2 publications

    48 citations

  3. The University of Texas at Arlington

    Arlington, United States

    2 h-index

    2 publications

    307 citations

  4. IBM Research - India

    New Delhi, India

    2 h-index

    7 publications

    231 citations

  5. Cranfield University

    Cranfield, United Kingdom

    2 h-index

    4 publications

    587 citations

  6. Massachusetts Institute of Technology

    Cambridge, United States

    2 h-index

    2 publications

    1.9K citations

  7. University of Chicago

    Chicago, United States

    2 h-index

    2 publications

    1.9K citations

  8. University of Massachusetts Boston

    Boston, United States

    1 h-index

    1 publications

    101 citations

1–8 of 78

Venues

  1. Journal of Marketing Research

    2 publications · 48 citations

    2

    h-index

  2. Expert Systems with Applications

    2 publications · 134 citations

    2

    h-index

  3. 2

    h-index

  4. Journal of Marketing

    JM · 2 publications · 307 citations

    2

    h-index

  5. Marketing Science

    2 publications · 2.2K citations

    2

    h-index

1–5