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Measuring service quality with text analytics: Considering both importance and performance of consumer opinions on social and non-social online platforms

Customer SatisfactionComputational Social ScienceSocial MediaService QualitySocial Medium MonitoringSocial ComputingInteractive MarketingText AnalyticsConsumer ResearchConsumer OpinionsManagementCommunicationLanguage StudiesSocial Medium DataContent AnalysisMarketingMedium Analytics