See discussions, stats, and author profiles for this publication at: https://www.researchgate.

net/publication/349662514

Applications of text mining in services management: A systematic literature

review

Article in International Journal of Information Management Data Insights · April 2021

DOI: 10.1016/j.jjimei.2021.100008

CITATIONS READS
175 902

3 authors:

Sunil Kumar Arpan Kumar Kar

Indian Institute of Technology Delhi Indian Institute of Technology Delhi
4 PUBLICATIONS 206 CITATIONS 282 PUBLICATIONS 9,638 CITATIONS

SEE PROFILE SEE PROFILE

Vigneswara Ilavarasan
Indian Institute of Technology Delhi
137 PUBLICATIONS 3,762 CITATIONS

SEE PROFILE

All content following this page was uploaded by Sunil Kumar on 04 September 2021.

The user has requested enhancement of the downloaded file.

 International Journal of Information Management Data Insights 1 (2021) 100008

Contents lists available at ScienceDirect

International Journal of Information Management Data

Insights
journal homepage: www.elsevier.com/locate/jjimei

Review

Applications of text mining in services management: A systematic

literature review
Sunil Kumar∗, Arpan Kumar Kar, P. Vigneswara Ilavarasan
Department of Management Studies, Indian Institute of Technology Delhi, Hauz Khas, New Delhi 110016, India

a r t i c l e i n f o a b s t r a c t

Keywords: The importance of text mining is increasing in services management as the access to big data is increasing across
Text mining digital platforms enabling such services. This study adopts a systematic literature review on the application of
Sentiment analysis text mining in services management. First, we analyzed the literature on which has used text mining methods like
Topic modeling
Sentiment Analysis, Topic Modeling, and Natural language Processing (NLP) in reputed business management
Services management
journals. Further, we applied visualization tools for text mining and the topic association to understand the dom-
Marketing
Social media inant themes and relationships. The analysis highlighted that social media analysis, market analysis, competitive
Literature review intelligence are the most dominant themes while other themes like risk management and fake content detection
are also explored. Further, based on the analysis, future research agenda in the field of text mining in services
management has been indicated.

1. Introduction extract huge amounts of data from social media platforms in a concise
duration. Here, the text mining technique is applied to social media data
An immense amount of digitized texts is available on the online plat- for many purposes like marketing (AlAlwan et al., 2017), product plan-
form in newspaper content, social media posts, customers’ reviews on ning (Jeong et al., 2017), and digital marketing (Aswani et al., 2018).
products and their experiences, scientific articles, and press releases. Online platforms like Yelp and TripAdvisor provide a platform for the
From some time back, scholars from management have started utilizing customers or consumers to contribute fair feedback and explicit opin-
the power of text mining in various fields for theory building (Kar and ions to service providers. Therefore, online reviews are a reliable and
Dwivedi, 2020). In fact, inclination towards digital transformation of free source of consumers’ or customer’s feedback in this digital envi-
industries has increased the quality and volume of unstructured data. ronment (Dellarocas, 2003). In addition, online reviews or recommen-
This ample amount of unstructured data is now available for the re- dations inspire customers or consumers to purchase or re-purchase the
searchers for analysis using big data analytics methodology, of which services because they strongly believe that feedbacks or recommenda-
text mining is an integral part. Methods for theory building is gain- tions given by their social networks are more reliable than that from
ing traction which uses text analytics on these large unstructured data unknown people (Filieri et al., 2015). Thus, online reviews on these
(Kar and Dwivedi, 2020). platforms play an essential role in the decision-making process of cus-
Further, the Internet’s immense growth allows users to share and tomers or consumers and leave an effect on online or offline sales of the
search for ideas, opinions, and recommendations. Social media plat- product (Cui et al., 2020; Chevalier and Mayzlin, 2006). Nowadays, in-
forms like Twitter and Facebook play an important role in direct and dustries, suppliers (Pani and Kar, 2011), buyers, and service providers
indirect communication among users (Chandler et al., 2018). Besides, continuously analyze the market to know the product’s status among
this massive amount of data available on social media platforms opens the consumers or customers to maintain the position in this competitive
a new opportunity for the researchers and market professionals to ana- environment (Takata, 2016).
lyze the status of the product in the market and help to make strategic In earlier times, scholars have used qualitative approaches
plans for the growth of products and services as well (Shirdastian et al., (Mayring, 2015) to analyze the text data with grounded theory
2017). The number of Internet users, as well as social media users, is (Duriau et al., 2007) or manual coding. However, these manual pro-
growing day by day. Therefore, users create vast amounts of data in cesses not only very time consuming, labor-intensive and faces chal-
texts, videos, images, and audios on social media platforms. In addition, lenges of segregating biases of interpretation of coders and uniformity
data on social media is freely available to users. Therefore, users can of objectivity in coding. Further, these manual techniques do not have

∗
Corresponding author.
E-mail address: [email protected] (S. Kumar).

https://doi.org/10.1016/j.jjimei.2021.100008
Received 25 November 2020; Received in revised form 28 January 2021; Accepted 11 February 2021
2667-0968/© 2021 The Authors. Published by Elsevier Ltd. This is an open access article under the CC BY license (http://creativecommons.org/licenses/by/4.0/)
S. Kumar, A.K. Kar and P.V. Ilavarasan International Journal of Information Management Data Insights 1 (2021) 100008

the capability to handle a massive amount of text data (Kobayashi et al., schema, to restrict to relatively higher quality articles, then the paper
2018; Jamiy et al., 2015). From the last decade, researchers have started count reduced to 155. These three journal ranking schema were used as
to use the functionality of automatic text analysis (Wiedemann, 2013; collectively they are more inclusive and yet fairly popular globally as
Janasik et al., 2009). Text mining and natural language processing (NLP) a standard for assessing quality of publications. In the fifth phase, we
becomes essential where the size of text corpus is vast, and manual con- screened titles, keywords, and abstracts of the selected papers so that we
tent analysis not possible. On digital platforms, user-generated content can exclude inappropriate papers. We excluded those papers that were
is growing rapidly day by day in the form of video, audio, image, and not relevant to the objective of the systematic review process of text
text. Therefore, this unstructured data needs tools and methods that can mining applications in service and management. Finally, we got 125 re-
easily extract useful information from the textual information (Fan et al., search papers that were entirely appropriate for studying text mining
2006). Text mining, also called text analytics, is an artificial intelligence applications in the service and management field (see Appendix A).
technique that converts unstructured data into structured data by using Fig 1 demonstrates the papers’ selection process for the review and
NLP to enhance the analysis using machine learning algorithms. Text the number (N) of papers present in each phase.
mining is a popular technique among computer science, information sci-
ence, mathematics, and management fields for mining intelligence out 3. Findings
of big data (Humphreys and Wang, 2018; Grover and Kar, 2017).
This current study provides a systematic literature review on text This section contains three subsections: year wise and journal wise
mining applications in the service and management fields. In this study, stats, theme wise reporting and interrelation / association among con-
we reviewed 125 research papers from 35 top journals on text mining cepts. In the first sub-section, the study shows the year wise distribu-
applications in service and management. Of 125 research papers, 26 tions of the papers, list of journals and application of text mining. In the
papers are generic and the rest of 99 papers demonstrate the application second sub-section, the study demonstrates the high-frequency words
of text mining in various domains. We have attempted to address the in the title and author keywords of the papers, which are indicative of
following research questions through this review of literature: thematic focus across these studies. In the third sub-section, the study
demonstrates the various domains across various text mining applica-
1) What are the trends in literature in terms of dissemination that is
tions. Besides, the study also demonstrates the association rule mining
published on text mining applications in services management?
and network diagram on keywords of the papers to demonstrate the
2) What are the main themes emerging in these literatures and how are
association among the knowledge graphs.
these themes associated with each other?

This study is arranged as follows; Section 2 demonstrates search 3.1. Year wise and journal wise stats
criteria on the Scopus database of research articles on the applica-
tion of text mining in service management and inclusion/exclusion Fig 2 demonstrates the year-wise distribution of the publications for
criteria. Section 3 demonstrates the articles in journals and year- the systematic review. Among 125 research papers, only 23 papers are
wise, theme-wise, and shows the association among the concepts. published before 2018; the remaining papers are published between
Section 4 illustrates the discussions on the various applications of text 2018 and 2020. Fig 2 shows incremental growth in publishing litera-
mining. Section 5 demonstrates the practical implications of the study. ture on text mining in high ranked reputed journals.
Section 6 shows the conclusions and future works of the study. Further, we analyzed the selected papers to know the main themes
based on the papers’ keywords and titles. For that purpose, we set
2. Methodology the word cloud approach, which displays the most occurrence words
with some appropriate size. We applied the word cloud technique on
A systematic literature review methodology has been adopted by this keywords and titles of the research papers to know the popular key-
article (Gupta et al., 2018; Chakraborty and Kar, 2017). We selected words or phrases, around which text mining development is twirling
the Scopus database to analyze text mining literature which has been (Scanfeld et al., 2010).
published in service management because Scopus indexes a very wide Fig 3 demonstrates the distribution of 125 research papers across 35
coverage of engineering and management literature in terms of jour- journals with 07 text mining applications. It was observed that Interna-
nals, conferences and book chapters (Grover et al., 2018; Singh et al., tional Journal of Information Management is the most preferred journal
2020; Agarwal et al., 2017). Further, Scopus provides various options among the researchers who are publishing their articles related to text
in which users can search for the relevant literature through advanced mining applications for services management. Fig 3 also shows that So-
search. Therefore, for this study, we extracted the research papers from cial Media Analysis and Market Analysis are the most popular text min-
the Scopus database. Initially, we downloaded the research papers from ing application among the researchers for getting insights from social
the Scopus database in September 2020. media and online reviews. However, we are considering 125 research
For downloading the research papers, we decided on the search papers for the systematic literature review in which 26 research papers
terms “Text Mining”, “NLP”, “Semantic Analysis”, “Topic Modeling”, are generic in nature because these research papers do not analyze any
“Service”, and “Management”. We used the Boolean “AND” and “OR” specific domain but using text mining techniques.
operator in the search field to combine the search term. Therefore, the
structure of the search query was ”“Text Mining” OR “NLP” OR “Seman- 3.2. Theme wise reporting
tic Analysis” OR “Topic Modeling” AND “Service” OR “Management”’.
It ensures that search terms will come in extracted research papers. We Fig 4 (A) demonstrates the high-frequency words in the titles of the
applied a search on “Article Title” and “Article Keywords” for the ini- research papers. The most popular words in the titles of the selected
tial downloading of published research literature. In the first phase, we research papers are “analysis”, “reviews”, “sentiment”, “social”, “ser-
fetched 6273 research papers from the query result. In the second phase, vice”, “Twitter”, and “consumer”. In Fig 4 (B), the most popular key-
we restricted our analysis only to journals published literature, then words of the selected papers are “text mining”, “social media”, “online
the number of research papers reduced to 3893. In the third phase, we review”, “user-generated content”, “machine learning”, “big data”, “cus-
focused only on the business and management area, then the number tomer satisfaction” and “Twitter”. It concludes that “machine learning”,
of research papers reduced to 327. In the fourth phase, we restricted “customer satisfaction”, “social media analytics”, “user-generated con-
our search only to FT publications; A∗ , A, and B ranked journals in the tent”, “online review”, and “sentiment analysis” are the most dominant
Australian Business Dean’s Council journal ranking schema and 4∗ , 3 themes in the selected research paper for this systematic review of text
and 2 in the Chartered Association of Business School’s journal ranking mining applications.

2
S. Kumar, A.K. Kar and P.V. Ilavarasan International Journal of Information Management Data Insights 1 (2021) 100008

Fig. 1. Stages of the study selection process for the literature review.

Fig. 2. Year wise distribution of research articles as obtained September 07, 2020.

3.3. Association among domains with text mining combination of methods within text mining which is more widely
adopted for the analysis of big data in published literature. Fig 5
Further, we keen to know those approved areas where text min- demonstrates the association rule mining on keywords of the selected
ing can be utilized. Association rule mining is a procedure to find out papers for the systematic literature review process, and the size of
the relationship and association among a large set of transactions or the circle shows the frequency of the keywords among the selected
data items (Kotsiantis and Kanellopoulos, 2006). Apriori (Agrawal et al., papers.
1996), FP-Growth (Kumar and Rukmani, 2010), and Eclat (Zaki, 2000) Fig 6 demonstrates the distributions of the domains across various
are few algorithms for association rule mining. In this study, we used text mining applications. From 125 research papers, only 99 research
the Apriori algorithm for association rule mining on keywords of the papers are distributed across these domains. Fig 6 also shows that Sales,
selected papers. Association rule mining allows the analysis about the Hotel, Restaurant, Business, Tourism, and Airline industry are the most

3
S. Kumar, A.K. Kar and P.V. Ilavarasan International Journal of Information Management Data Insights 1 (2021) 100008

Fig. 3. Distribution of research papers across journals and Text mining applications.

Fig. 4. (A) Word cloud of the titles (B) Word cloud of the keywords of the selected papers.

4
S. Kumar, A.K. Kar and P.V. Ilavarasan International Journal of Information Management Data Insights 1 (2021) 100008

Fig. 5. Association rule network of keywords of the se-

lected papers for the systematic review.

Fig. 6. Distribution of domains across the text mining applications.

targeted domains where researchers use Text Mining techniques to get 4.1. Social media analysis
insights from the social media and online reviews of customers.
Further, we created a network diagram by using co-occurrence words Nowadays, social media (SM) platforms have become popular among
in the author’s keywords. Fig 7 illustrates the eight significantly unique users as a source of valuable information regarding sales (Lau et al.,
and thirty one non-significant clusters of closely associated keywords 2018; Jeong et al., 2019; Rathore and Ilavarasan, 2020), marketing
where each cluster has a unique color and demonstrates the themes (Guerreiro and Moro, 2017; Moro et al., 2018; Aswani et al., 2018), ho-
which contain by the co-occurrence words in the author’s keywords. tel industry (Calheiros et al., 2017; Geetha et al., 2017; Xu et al., 2017),
hospitality (Kim and Im, 2018), airline industry (Guercini et al., 2014;
Tian et al., 2019; Punel and Ermagun, 2018; Martin-Domingo et al.,
4. Dominant themes in literature 2019), entertainment (Wang et al., 2015; Lee et al., 2018), business
(Canhoto and Padmanabhan, 2015; Abrahams et al., 2015; Fan et al.,
In this section, we present an overview of the major thematic areas 2013; Lee, 2018; He et al., 2019; Mingione et al., 2020; Greco and
which are identified based on the articles selected based on the sys- Polli, 2020; Liu, 2020), tourism (Park et al., 2020; Ainin et al., 2020),
tematic literature review methodology. The discussions are structured fraud detection (Li et al., 2016), water business (Pawsey et al., 2018),
surrounding six thematic areas identified through the reviews. and risk management (Tse et al., 2016; Ragini et al., 2018).

5
S. Kumar, A.K. Kar and P.V. Ilavarasan International Journal of Information Management Data Insights 1 (2021) 100008

Fig. 7. Network association diagram of author’s keywords.

Before going to the actual purchase of products or services, cus- domain because it analyzes latent features of the product with the help
tomers or consumers utilize the information present on the social me- of topic modeling and sentiment analysis (Jeong et al., 2019).
dia platforms (e.g. Twitter and Facebook) to make purchase decisions Customers continuously update their service experiences on social
(Li et al., 2018). Social media analysis is one of the important text media platforms after the service encounters. This user-generated con-
mining applications in the era of service and management whereby tent (UGC) on social media platforms helps service providers to under-
the connect with customers can be strengthened easily by the firms stand the shortcomings and make policies for the betterment of the ser-
(Chatterjee and Kar, 2020). Therefore, industries utilize social media vices and the product (Abrahams et al., 2015; Fan et al., 2013). Gen-
data about the product to know the perception of the quality and erally, customers share their positive and negative service experiences
opinion of the customers or consumers before or after product launch and directly address those industries or companies in which they get
(Rathore and Ilavarasan, 2020). In addition, social media analysis also bad service experiences. Airline industry utilizes UGC for the evalua-
has been used to analyze the social media data for demand forecasting tion of the service quality by applying sentiment analysis (Guerreiro and
using Parallel Aspect-oriented Sentiment Analysis for Demand forecast- Moro, 2017; Punel and Ermagun, 2018; Martin-Domingo et al., 2019)
ing (PASAD) framework (Lau et al., 2018). Social media data is full of the and SERVQUAL model (Tian et al., 2019). In addition, marketers and
views of customers on services or products and provides many methods professionals also utilize big data UGC to get insights to make business
for the extraction and analysis of this user generated data. Besides, the decisions and plan to assist the business to business firms. In stock per-
opportunity algorithm makes strong social media analysis in the sales formance, negative sentiments are more impactful as compared to pos-

6
S. Kumar, A.K. Kar and P.V. Ilavarasan International Journal of Information Management Data Insights 1 (2021) 100008

itive sentiments of customers or consumers (Liu, 2020). Emotional text the market (Chen et al., 2017). Comparison of word-of-mouth of prod-
mining (Canhoto and Padmanabhan, 2015) also applies to big data UGC ucts gives meaningful insights which provide help to the organization
to identify valuable customers who share similar brands on social media to make product useful (Tang et al., 2016; Lipizzi et al., 2015; He et al.,
(Mingione et al., 2020; Greco and Polli, 2020). In the business prospec- 2015). VOZIQ is an analysis tool that analysis tweets of business orga-
tus, customers’ knowledge plays an essential role in the enhancement of nizations to extract meaningful information (Jeong and Jang, 2011).
the products and services of the organizations (He et al., 2019). The customer experience (CX) plays an important role in the success
The tourism industry uses social media to analyze the overall tourism of the restaurant industry. CX is basically a perception of the restaurant’s
service experience and needs of tourists. Nowadays, the tourism indus- quality by customers (Mathayomchan and Taecharungroj, 2020). Food,
try has become an essential part of the income of the tourist location and atmosphere, service, and value are the restaurant’s attributes that give
its government. Entertainment is also an industry that is using social me- a competitive advantage to the restaurants (Bilro et al., 2019; He et al.,
dia data to analyze the performance of the movie and the manipulation 2013). Customer’s online reviews related to the restaurant industry has
of the sentiments. Sentiment analysis and topic modeling are the meth- been used to analyze to understand the status of the restaurant in the
ods that have used in the analysis of movie-related tweets to check the market. VADER is a sentiment analysis algorithm that analysis the on-
performance (Wang et al., 2015) and fake reviews of movies (Lee et al., line reviews around a restaurant’s attributes (Bilro et al., 2019). Positive
2018). In addition, tourists of halal tourism and theme park share their customer experience influences customers for customer engagement and
views on social media platforms (e.g. Twitter and Facebook). Sentiment advocacy for the products (Francesco and Roberta, 2019; Nakayama and
analysis tells about the emotions of the tourists towards halal tourism Wan, 2019). In addition, the local culture and geolocation of the restau-
and theme parks (Park et al., 2020; Ainin et al., 2020). Hotel indus- rants play a significant role in customer experience and positive word-of-
try’s growth depends on the ratings and emotions that is given by the mouth. Hence, online reviews and ratings of the restaurants and hotels
customers (Geetha et al., 2017). Incomplete reviews and ratings along differ between local and foreign customers on social media and online
with differences in the articulation of the words create a problem to un- platforms (Lee et al., 2017; Lee and Yu, 2018). Yelp is the most famous
derstand the overall sentiments (Calheiros et al., 2017) of the tourists website for online reviews about restaurants. In addition, explanatory,
or customers about the Hotels. Imputation method solve the problem temporal and sensory element of the restaurants also influence customer
of incompleteness of the reviews or ratings because it completes the for positive word-of-mouth and recommendations to other customers
missing values by filling alternate values (Kim and Im, 2018). Latent (Siering et al., 2018). In the context of hotel industry, negative emo-
Semantic Analysis (LSA) and Latent Dirichlet Allocation (LDA) are two tions more influences customer on selection of hotel for future stay as
very important algorithms which are used to get latent theme among the compared to positive emotions while reading the online reviews of ho-
customer’s discussions from the user-generated content on social media tels from TripAdvisor (Sezgen et al., 2019).
(Xu et al., 2017). The airline industry comes under the service category. The airline in-
In digital marketing, service providers use social media data to an- dustry utilizes the online and offline feedbacks of valuable customers to
alyze the effect of the products or services in the local as well as the retain the customer’s satisfaction and maintain the airport service qual-
global environment. In addition, cultural aspect play an important role ity (ASQ) (Klostermann et al., 2018). Customer feedback helps policies
in perception of customers on products which helps in decision mak- maker for the enhancement of customer satisfaction and services to re-
ing process on purchase and sales (Moro et al., 2018). Search Engine tain in the competitive markets. Generally, Customer satisfaction may
Marketing (SEM) is a service that enhances the visibility of products vary according to the class of air travel. When customers are traveling
to customers over the Internet. It gives adverse effects on the success in economic class then staff behavior is the key factor for customer’s
of the products in the digital environment if it is not done properly satisfaction. Product value and low price are the key factors for the
(Aswani et al., 2018). Nowadays, when customers think to purchase any customer’s satisfaction when the traveler is traveling in premium class
products or services, first they visit online reviews about the products and low-cost class respectively (Mitra and Jenamani, 2020; Singh et al.,
on social media to make purchase decisions. Therefore, the recommen- 2017).
dations and tips about the products present on social media platforms
play an important role in the decision-making process (Guerreiro and 4.3. Market analysis
Moro, 2017). Due to the sensitivity and importance of online reviews or
conversations on social media platforms, the security and management Market analysis is one of the best text mining applications in business
of the information becomes mandatory (Li et al., 2016; Tse et al., 2016; management. It analyzes the online reviews about the product or ser-
Ragini et al., 2018). vices to identify potential competitors, valuable customers and evaluate
the brand image. Perception regarding the products or services in the
4.2. Competitive intelligence mind of consumers is called brand image. Nowadays, brand image plays
a crucial role in managerial decision making (Ren and Hong, 2019). Sen-
Nowadays, organizations check their performance or competitive- timent Concept Mapper (SCM) and Association Based SWOT analysis
ness in the market on regular basis in terms of services or product offers. are the two techniques of Online Brand Image (OBIM) which are used
This exercise provides an opportunity for the organizations to make bet- to get latent themes from the associated online reviews (Dowling and
ter products or services to the customers (Chatterjee, 2019; He et al., Weeks, 2011). Whenever consumers consume the service then they
2018). In addition, customers also share their experiences about the update their experience with emotions on the online platforms or e-
products or services on online platforms or an e-commerce website with commerce websites. Then, these online reviews help other customers
full emotions and give star ratings according to the performance of the to make decisions on purchase or sell of the product (Fan et al., 2017;
products or services. Some literature reveals that sometimes star ratings Archak et al., 2011; Kar and Rakshit, 2015). A combination of online re-
and online review’s sentiments are biased (Zhang et al., 2011) and do views and historical sales data of the products can play a significant role
not match with each other (Al-Natour and Turetken, 2020). Hence, au- in product sales forecasting. Sentiment analysis and the Bass/Norton
tomatic sentiment analysis is applied to the available online review to model collectively utilize the combination of online reviews and his-
check the overall attitude of the customers, which works as an alter- torical sales data to make a sales forecasting (Chern et al., 2015).
native to star ratings. Contextual attributes like product type and re- In addition, review ratings, product type, price (Sharma et al., 2019;
view length play an important role to understand the actual sentiment Tussyadiah and Park, 2018), geographic location, discount rates, word
of the reviews (Kim and Kang, 2018). Generally, it is very difficult to of mouth, and review’s sentiment are very important factors in sales
analyze product competitiveness in big data. Therefore, the discrimi- forecasting in all type of predictive models (González-Rodríguez et al.,
native attribute of the product helps to analyze the competitiveness in 2016; Wen et al., 2020).

7
S. Kumar, A.K. Kar and P.V. Ilavarasan International Journal of Information Management Data Insights 1 (2021) 100008

In the tourism industry, accommodation is an essential part of at- unsatisfied customers share their tangible experience (e.g. room quality,
tracting tourists for visiting the tourism destination. For that, the hotel finance problem) (Guercini et al., 2014).
industry publishes its potential services regularly online or offline to at- Decision Support System (DSS) is an automated system that gives
tract tourists. Trust is the main influence factor that gives confidence in support to the managers to understand the needs of the customers in
booking hotels online (Jia, 2020). Service providers use online reviews specific domains with the help of analytical decision models. The adap-
in marketing of tourism destinations. Positive and negative reviews or tion of proactive nature is required to gain a competitive advantage and
word of mouth gives a clear picture about the tourism destination to understand the available opportunity for the investment. Decision Sup-
the consumers or tourists and provide a support to service providers to port System (DSS) gives support to managers to set strategic plans and
understand the tourists needs (Guerreiro and Rita, 2020). When tourists offers according to the customer’s needs (Li et al., 2016). The behav-
plan to trip to the tourism destination, then they want to enjoy the cul- ior of customers shows that how the customers understand the things
ture and food of the destination. Accordingly, they share experience on and relationship with the brand, who are often connected in social me-
online platform and give ratings to the restaurants and their foods. Ser- dia (Malthouse et al., 2013). Besides, qualitative research investigates
vice providers used these online reviews and ratings to understand the the relationship between the brand and the consumers (Shen et al.,
customer’s need. Positive and negative reviews and recommendation 2020). Nowadays, social media is gaining more attention in the field
about the restaurants help to marketers to better marketing of restau- of marketing because of its reachability, availability, and low cost.
rants in digital space. Topic modeling, sentiment analysis and regression Hence, customers can easily avoid marketing advertisements, compare
techniques help to understand the customer’s view about the restau- products or services price, and spread wrong information to the rest
rants (Pezenka and Weismayer, 2020; Li et al., 2020; Rosado-Pinto et al., of the world (Jiang et al., 2016). Therefore, it becomes important for
2020; Lucini et al., 2020; Gitto and Mancuso, 2017; Mittal et al., 2015). organizations or companies to elaborate on CRM strategies with on-
The airline industry also utilizes online customer reviews to enhance line platforms (Varanasi and Tanniru, 2015). Information Technology
the competitive market. Customer satisfaction is the main objective of (IT) industries and non-IT companies also utilize user-generated con-
the airline industry. Sentiment analysis and topic modeling are widely tent (UGC) on social media (Twitter or Facebook) to extract the knowl-
used techniques to evaluate the overall customer satisfaction in the air- edge and needs of the customers and engage customers with the ser-
line industry (Kim and Lee, 2019; Yang et al., 2019). Medical tourism vices provided (Chen and Xie, 2008). Sentiment analysis is the most
also applies text mining technique on online news articles to identify the popular technology among IT and non-IT companies to know the sen-
views of the public and medical industry. It uses CONCOR analysis, net- timents of customers about products and services to make a future
work analysis and clustering technique (Yang et al., 2015) to extract the decision- making and strategies with CRM (Ha et al., 2015; Dhar and
main keywords and theme related to the medical tourism (Bigorra et al., Chang, 2009).
2019).
In the early stage of product design and development, Customer Ex-
perience (CX) [019) (Song et al., 2019) plays a crucial role to know 4.5. Fake information (misinformation) management
the product features and customers’ preferences. Customers share the
experience of the products on social media and e-commerce websites. Nowadays, customers plan to purchase a new product based on on-
This customer-generated content often analyzed by Sentiment Analy- line product reviews and online recommendations from e-commerce
sis to know the opinions about the products and their features and websites (Sotiriadis and Van Zyl, 2013). The Internet has become a new
checked its impact on customer’s satisfaction (Zhang et al., 2019). Kano sensation for information because around 24 % of customers use the In-
model gives clear classification to the products based on their kano ternet to search for products before going to actual purchases (Awad and
category (Berezina et al., 2016). After consumption of the products or Ragowsky, 2008). Therefore, online review plays a crucial role in the
services, generally, customers create valuable electronic word-of-mouth purchase decision of the customers and affects many areas such as enter-
(eWOM) on online platforms or e-commerce websites and gives star rat- tainment (Jindal and Liu, 2007), accommodations (Aswani et al., 2018),
ings to the products. In addition, e-WOM and star ratings help in pre- and e-retailers (Barbado et al., 2019). The importance of online reviews
dicting the future profitability of the organizations also (Lipizzi et al., is growing at a rapid rate with increasing the popularity of the Internet.
2015). Therefore, businesses and organizations want to take the advantage of
online reviews to improve their reputation in the online space by means
of ethical or unethical. Fake reviews are the most popular among uneth-
4.4. Customer relationship management (CRM) ical methods which are used by many organizations to make the product
valuable to the customers (Yang and Kent, 2014). Further, doctored and
Customer Relationship Management (CRM) refers to the relationship planned misinformation is often used to change general perceptions in
between the customers and industries (organizations) in which both can social discussions (Gallaugher and Ransbotham, 2010). Generally, all
communicate with each other. In traditional CRM, the Hotel manager is fake reviews do not harmful to the organizations and customers as well.
the only person who interacts with customers personally or by phone. Good quality products with fake negative reviews harms the reputation
In this case, only a single customer affected by the response of the ho- of the organizations but at the other end, poor quality products with fake
tel manager. Nowadays, customers are using online platforms to book positive reviews are very harmful to the customers. Barbado et al., 2019
a hotel and share their experiences with the organizations. In this case, (Dickinger et al., 2017) proposed a feature framework for detecting fake
several customers can view feedback and change their perception of reviews in the electronic domain.
the hotels (Nave et al., 2018). Management positive responses to nega- Social media provides a platform for organizations to understand the
tive comments improve the chance to choose the hotels by 84 percent. sentiments of the customers. Social media has enhanced the relation-
In addition, negative responses reduce the chance of choosing a hotel ship between customers and organizations (Xu, 2018). Organizations
by 64 percent (Sezgen et al., 2019). Number of management responses are taking benefit from positive word-of-mouth of the customers which
and the response similarity on customers’ online feedback play a signif- is enhancing the reputation in the market. On the other end, organi-
icant role in hotel bookings. High similarity in management response zations face problems due to negative word-of-mouth especially during
significantly reduce the booking of hotels on Expedia (Kar, 2015). Sat- crises (e.g. security hacks) (Mittal et al., 2019). A lot of times, such cri-
isfaction and unsatisfaction of the customers depend on tangible and sis is artificially created by automated bots and fake social media pro-
intangible services of the hotels. In addition, Satisfied customers more files (Gallaugher and Ransbotham, 2010). Justice theory and Sentiment
often share intangible experience (e.g. Staff behavior and hospitality) Analysis (SA) help organizations to understand the customer reactions
when he (she) goes to recommend hotel with others. At the other end, during the crises like security hacks on social media platforms.

8
S. Kumar, A.K. Kar and P.V. Ilavarasan International Journal of Information Management Data Insights 1 (2021) 100008

Table 1
Methods and frameworks used in text mining applications.

Text Mining Application Used Methods/Frameworks

Social Media Analysis SVM (Support Vector Machine),Qualitative content analysis (QCA), Principle Component Analysis (PCA) and logistic
regression, Clustering, LSA, Descriptive Analysis, Imputation method, PASAD, Clustering, community detection algo,
Emotional Co-Creation Score (ECCS), Clustering, SERVQUAL, Opportunity Algo, Circumplex Model, Emotional Text
Mining (ETM), Sentiment Analysis, Emotional analysis, Network analysis
Market Analysis Qualitative and Quantitative research, SPSS Text analytics, Project Sentiment Analysis (PSA), multi criteria decision
making method, SEM, Recommendation System, Co-relation analysis, Network Analysis, text link analysis,
Engagement dictionary, Fake Review Detection Framework, VADER (sentiment analysis algorithm), Clustering, Topic
mining, aspect-based sentiment analysis, Aspect level sentiment analysis, House of quality (HoQ),WOMSFA (Word
of mouth sales forecasting algorithm), deep learning fine-grained sentiment analysis, Content analysis and
repertory grid analysis (RGA), Big data analytics
Competitive Intelligence Qualitative and Quantitative research, SPSS Text analytics, Project sentiment analysis (PSA), Multi criteria decision
making method, SEM, Recommendation System, Co-relation analysis, Network Analysis, Text link analysis,
Engagement dictionary, Fake Review Detection Framework, VADER (sentiment analysis algorithm), Clustering, Topic
mining, aspect-based sentiment analysis, Aspect level sentiment analysis, House of quality (HoQ)
Fake detection & Risk management Fake Feature Framework (F3), Justice theory

5. Discussion online reviews and to make the better policies for the customers. Table 1
describes the methods and frameworks used in text mining applications.
This review of literature provides a summarized view of the exist-
ing literature which has used text mining, for exploring the area of ser- 5.2. Practical implications
vices management. A systematic literature review has been adopted as
the methodology to identify articles indexed in the Scopus database. This study analyzes the various text mining application in the field
Analysis has been done using different methods involving text mining, of management and services by using online reviews and social media
network mining and qualitative analysis of these published literature. data. Our study found various text mining applications like Social Media
Finally, a synthesis of literature has been developed for summarization Analysis, Competitive Intelligence, Market Analysis, CRM, Fake Detec-
of the findings. tion, and Risk Management. These applications have been implemented
in various domains like Sales, Tourism, Marketing, Entertainment, Ho-
5.1. Synthesis of literature tel, Hospitality, Business, Restaurant, and Airline. Sentiment Analysis
(Aggarwal et al., 2021; Sharma et al., 2020 bib119) is the most popular
There are 90 papers out of 125 in this systematic literature review method in all most the applications to evaluate the sentiments about the
in which most research papers were using Social Media Analysis, Mar- products or services. Organizations or businesses utilize online reviews
ket Analysis, and Competitive Intelligence to understand the customer’s and social media conversations to check the reputation, product com-
needs and take the advantage of social media and online reviews. This parisons, make product development strategies, and in the marketing of
systematic review also reveals the various domains where text mining is the product in digital space.
playing a very crucial role to understand the user’s perception towards In practical, online platforms and social media platforms provide a
the service and management. The various domains are sales, tourism, en- free platform to share their feedback, recommendations, and experi-
tertainment, airline industry, marketing, food industry, hotel, and hos- ences about the services or products. Customers are free from any re-
pitality. Risk management and Fake detection are the two application strictions for sharing their views, and experiences about the products or
of text mining which has been less used by the researchers in the field services on the e-commerce websites and social media platforms. Hence,
of service and management. customers can post their negative and positive reviews on these plat-
In the sales domain, most of the researchers have used various meth- forms anonymously. In the service and management fields, these on-
ods like Social Media Competitive Analysis (Jeong and Jang, 2011), line reviews or social media platforms help to text mining applications
Sales Forecasting Model (González-Rodríguez et al., 2016), Network like market analysis, competitive intelligence, social media analysis, and
Analysis (He et al., 2015), LSA, Labelled LDA (Chen et al., 2017), PASAD CRM. Fake reviews detection and risk management are the two impor-
(Lau et al., 2018), Neural Network (Wen et al., 2020), Opportunity tant text mining applications in the service and management fields. On
Algorithm (Jeong et al., 2019), and Emotional Analysis (Rathore and behalf of online reviews and social media data, it becomes crucial to
Ilavarasan, 2020) to analyzes the social media discussions and online understand the fake reviews before making decisions because these re-
reviews to understand the nature of the market for the products and to views can drop down the reputation of organizations and products in the
check the reputation of the products in the market as well. markets. Risk management can handle online reviews and social media
Tourism, Entertainment, and Hospitality industries have also used conversations because customers can feel dissatisfied during that period
various methods like LDA (Mittal et al., 2018), LSA (Baek et al., 2020), and can share negative views on online platforms.
Clustering (Jia, 2020), Text Link Analysis (Lee et al., 2017), Circumplex
Model (Park et al., 2020), Big Data Analytics (Hu, 2020; Luo et al., 2020; 5.3. Research agenda
Kauffmann et al., 2020), Content Analysis (Agarwal et al., 2020), and
Deep Learning Fine-grained Sentiment Analysis (Singh et al., 2020), to Our findings show that social media analysis (Nasir et al., 2020),
analyze the market and customer’s need to make better policies for the market analysis, and competitive intelligence are the main text mining
enhancement of the services. applications in the field of service and management which is utilizing
The airline, Business, Marketing, Risk Management and Food indus- online reviews (e.g. Amazon, Yelp, TripAdvisor, Booking, Expedia) and
tries (Sezgen et al., 2019) (Singh et al., 2017) have also utilized var- social media data (e.g. Twitter and Facebook). These text mining ap-
ious methods like LDA (Kim and Lee, 2019), Fake Review Detection plications have been extensively used in sales, restaurant, hotel, small
(Chintalapudi et al., 2020 bib29), Fake News Detection (Sanjeev et al., business, tourism, and airline domains to understand the needs of the
2020 bib115), DeepFake Video Detection (Mittal et al., 2020 bib98), customers. In addition, Fake detection and Risk Management are some
Emotional Text-Mining (Greco and Polli, 2020), and Kano Model of the unexplored text mining applications and can become a hot topic
(Berezina et al., 2016) to gain the benefits of the social media data and for future research.

9
S. Kumar, A.K. Kar and P.V. Ilavarasan International Journal of Information Management Data Insights 1 (2021) 100008

Further, we found that Twitter is the first choice for the data ana- Ainin, S., Feizollah, A., Anuar, N. B., & Abdullah, N. A. (2020). Sen-
lyst to analyze the consumer’s behavior. Still, it allows users to extract timent analyses of multilingual tweets on halal tourism. Tourism Man-
approximately 1% of twitter’s data. Therefore, a huge amount of valu- agement Perspectives, 34, 100658, DOI: 10.1016/j.tmp.2020.100658.
able user-generated content is not coming into the analysis. However, in Al-Natour, S., & Turetken, O. (2020). A comparative assess-
the digital world, Facebook, Yelp, online communities, discussions, and ment of sentiment analysis and star ratings for consumer reviews.
blogs have vast user-generated big data, which is equally valuable as International Journal of Information Management, 54, 102132, DOI:
Twitter. Therefore, it is an open opportunity for researchers and market 10.1016/j.ijinfomgt.2020.102132.
analysts to use these platforms for analyzing the status of the consumer’s Archak, N., Ghose, A., & Ipeirotis, P. G. (2011). Deriving the pricing
behavior. Further, most of the research has utilized Twitter’s text data power of product features by mining consumer reviews. Management
written in the English language to know the customer’s or consumer’s science, 57(8), 1485-1509.
behavior to the products or services. It is another an open platform for Aswani, R., Kar, A. K., Ilavarasan, P. V., & Dwivedi, Y. K. (2018).
the researchers to include other languages text data, images, and videos Search engine marketing is not all gold: Insights from Twitter and SEO-
in the analysis. Clerks. International Journal of Information Management, 38(1), 107-116.
Further, it is also needed to be identified how a combination of big Baek, J., Choe, Y., & Ok, C. M. (2020). Determinants of hotel guests’
data research is needed capturing various media types for assessing dig- service experiences: an examination of differences between lifestyle and
ital services and service design improvements. The assessment may be traditional hotels. Journal of Hospitality Marketing & Management, 29(1),
done at the point of service consumption and during the service deliv- 88-105.
ery journey as well. Service encounter contact points may provide such Barbado, R., Araque, O., & Iglesias, C. A. (2019). A framework for
big data [145,146] which can be analysed using methods of machine fake review detection in online consumer electronics retailers. Informa-
learning for contributing back to service science literature. tion Processing & Management, 56(4), 1234-1244.
Berezina, K., Bilgihan, A., Cobanoglu, C., & Okumus, F. (2016). Un-
6. Conclusion derstanding satisfied and dissatisfied hotel customers: text mining of on-
line hotel reviews. Journal of Hospitality Marketing & Management, 25(1),
The objective of this study is to explore the text mining application 1-24.
in the area of services and management. Initially, the study found the Bigorra, A. M., Isaksson, O., & Karlberg, M. (2019). Aspect-based
explored or unexplored potential areas of text mining in the field of ser- Kano categorization. International Journal of Information Management,
vice and management. Most of the literature is using descriptive analysis 46, 163-172, DOI: 10.1016/j.ijinfomgt.2018.11.004.
on the online reviews or social media data to gain the benefits in var- Bilro, R. G., Loureiro, S. M. C., & Guerreiro, J. (2019). Exploring
ious domains. Our systematic literature review reveals that papers re- online customer engagement with hospitality products and its relation-
lated to the application of text mining have been extensively published ship with involvement, emotional states, experience and brand advo-
in the International Journal of Information Management followed by cacy. Journal of Hospitality Marketing & Management, 28(2), 147-171.
the International Journal of Hospitality Management, the International Calheiros, A. C., Moro, S., & Rita, P. (2017). Sentiment classification
Journal of Contemporary Hospitality Management, Journal of Business of consumer-generated online reviews using topic modeling. Journal of
Research, and Information Processing and Management. Hospitality Marketing & Management, 26(7), 675-693.
Due to increase in the popularity of the internet and social media, Canhoto, A. I., & Padmanabhan, Y. (2015). ‘We (don’t) know how
nowadays, customers are searching and comparing information on the you feel’–a comparative study of automated vs. manual analysis of social
Internet about the products or services before making any purchase deci- media conversations. Journal of Marketing Management, 31(9-10), 1141-
sions. Hence, online reviews and social media data are playing an impor- 1157.
tant role in the fields of sales, marketing, business, tourism, and airline Chen, K., Luo, P., & Wang, H. (2017). An influence framework on
industries. Online platforms and social media platforms are freely avail- product word-of-mouth (WoM) measurement. Information & Manage-
able to share ideas, feedback, and recommendations about the products ment, 54(2), 228-240.
or services for the customers or the organizations. Sometimes customers Chern, C. C., Wei, C. P., Shen, F. Y., & Fan, Y. N. (2015). A sales fore-
or rival organizations misuse these platforms by posting fake reviews to casting model for consumer products based on the influence of online
ruin the image of any organization. These practices may cause an ad- word-of-mouth. Information Systems and e-Business Management, 13(3),
verse impact on the business of any organization. Misinformation detec- 445-473.
tion [147] and risk analysis using text mining and NLP can be explored Dickinger, A., Lalicic, L., & Mazanec, J. (2017). Exploring the gener-
in the future to get more understanding of user needs in the field of alizability of discriminant word items and latent topics in online tourist
service and management. reviews. International Journal of Contemporary Hospitality Management,
DOI: 10.1108/ijchm-10-2015-0597.
Dowling, G., & Weeks, W. (2011). Media analysis: what is
Acknowledgment it worth?. Journal of Business Strategy. https://doi.org/10.1108/
02756661111100292
This research is financed by the Department of Science and Tech- Fan, L., Zhang, Y., Dang, Y., & Chen, H. (2013). Analyzing sentiments
nology (DST), sanctioned 7/01/2019. The authors appreciate acknowl- in Web 2.0 social media data in Chinese: experiments on business and
edging the chance given by DST to conduct academic research on the marketing related Chinese Web forums. Information Technology and Man-
tourism of India. agement, 14(3), 231-242.
Fan, Z. P., Che, Y. J., & Chen, Z. Y. (2017). Product sales forecasting
Appendix A. Review paper’s references using online reviews and historical sales data: A method combining the
Bass model and sentiment analysis. Journal of Business Research, 74, 90-
Abrahams, A. S., Fan, W., Wang, G. A., Zhang, Z., & Jiao, J. (2015). 100.
An integrated text analytic framework for product defect discovery. Pro- Francesco, G., & Roberta, G. (2019). Cross-country analysis of per-
duction and Operations Management, 24(6), 975-990. ception and emphasis of hotel attributes. Tourism Management, 74, 24-
Agarwal, A., Mittal, M., Pathak, A., & Goyal, L. M. (2020). Fake 42.
News Detection Using a Blend of Neural Networks: An Application of Geetha, M., Singha, P., & Sinha, S. (2017). Relationship between cus-
Deep Learning. SN Computer Science, 1, 1-9, DOI: 10.1007/s42979-020- tomer sentiment and online customer ratings for hotels-An empirical
00165-4. analysis. Tourism Management, 61, 43-54.

10
S. Kumar, A.K. Kar and P.V. Ilavarasan International Journal of Information Management Data Insights 1 (2021) 100008

Gitto, S., & Mancuso, P. (2017). Improving airport services using Kwon, W., Lee, M., & Back, K. J. (2020). Exploring the underlying
sentiment analysis of the websites. Tourism management perspectives, 22, factors of customer value in restaurants: A machine learning approach.
132-136. International Journal of Hospitality Management, 91, 102643.
González-Rodríguez, M. R., Martínez-Torres, R., & Toral, S. (2016). Lau, R. Y. K., Zhang, W., & Xu, W. (2018). Parallel aspect‐oriented
Post-visit and pre-visit tourist destination image through eWOM senti- sentiment analysis for sales forecasting with big data. Production and
ment analysis and perceived helpfulness. International Journal of Contem- Operations Management, 27(10), 1775-1794.
porary Hospitality Management. DOI: 10.1108/IJCHM-02-2015-0057. Lee, I. (2018). Social media analytics for enterprises: Typology,
Greco, F., & Polli, A. (2020). Emotional Text Mining: Customer pro- methods, and processes. Business Horizons, 61(2), 199-210.
filing in brand management. International Journal of Information Man- Lee, K., & Yu, C. (2018). Assessment of airport service quality: A
agement, 51, 101934. DOI:10.1016/J.IJINFOMGT.2019.04.007. complementary approach to measure perceived service quality based
Guercini, S., Misopoulos, F., Mitic, M., Kapoulas, A., & Karapiperis, C. on Google reviews. Journal of Air Transport Management, 71, 28-44.
(2014). Uncovering customer service experiences with Twitter: the case Lee, M., Jeong, M., & Lee, J. (2017). Roles of negative emotions in
of airline industry. Management Decision. https://doi.org/10.1108/md- customers’ perceived helpfulness of hotel reviews on a user-generated
03-2012-0235. review website. International Journal of Contemporary Hospitality Man-
Guercini, S., Ranfagni, S., & Camiciottoli, B. C. (2014). An interdis- agement. DOI: 10.1108/IJCHM-10-2015-0626.
ciplinary method for brand association research. Management Decision. Lee, S. Y., Qiu, L., & Whinston, A. (2018). Sentiment manipulation in
https://doi.org/10.1108/MD-04-2012-0284. online platforms: An analysis of movie tweets. Production and Operations
Guerreiro, J., & Moro, S. (2017). Are Yelp’s tips helpful in building Management, 27(3), 393-416.
influential consumers? Tourism Management Perspectives, 24, 151-154. Li, H., Liu, H., & Zhang, Z. (2020). Online persuasion of review emo-
Guerreiro, J., & Rita, P. (2020). How to predict explicit recommenda- tional intensity: A text mining analysis of restaurant reviews. Interna-
tions in online reviews using text mining and sentiment analysis. Journal tional Journal of Hospitality Management, 89, 102558.
of Hospitality and Tourism Management, 43, 269-272. Li, H., Wang, C. R., Meng, F., & Zhang, Z. (2019). Making restaurant
He, W., Tian, X., Hung, A., Akula, V., & Zhang, W. (2018). Measuring reviews useful and/or enjoyable? The impacts of temporal, explanatory,
and comparing service quality metrics through social media analytics: a and sensory cues. International Journal of Hospitality Management, 83,
case study. Information Systems and e-Business Management, 16(3), 579- 257-265.
600. Li, S. T., Pham, T. T., Chuang, H. C., & Wang, Z. W. (2016). Does
He, W., Wu, H., Yan, G., Akula, V., & Shen, J. (2015). A novel social reliable information matter? Towards a trustworthy co-created recom-
media competitive analytics framework with sentiment benchmarks. In- mendation model by mining unboxing reviews. Information Systems and
formation & Management, 52(7), 801-812. e-Business Management, 14(1), 71-99.
He, W., Zha, S., & Li, L. (2013). Social media competitive analysis Li, W., Chen, H., & Nunamaker Jr, J. F. (2016). Identifying and pro-
and text mining: A case study in the pizza industry. International journal filing key sellers in cyber carding community: AZSecure text mining sys-
of information management, 33(3), 464-472. tem. Journal of Management Information Systems, 33(4), 1059-1086.
He, W., Zhang, W., Tian, X., Tao, R., & Akula, V. (2019). Identifying Lipizzi, C., Iandoli, L., & Marquez, J. E. R. (2015). Extracting and
customer knowledge on social media through data analytics. Journal of evaluating conversational patterns in social media: A socio-semantic
Enterprise Information Management. DOI: 10.1108/JEIM-02-2018-0031. analysis of customers’ reactions to the launch of new products using
Hu, F. (2020). What makes a hotel review helpful? An information Twitter streams. International Journal of Information Management, 35(4),
requirement perspective. Journal of Hospitality Marketing & Management, 490-503.
29(5), 571-591. Liu, X. (2020). Analyzing the impact of user-generated content on
Jeong, B., Yoon, J., & Lee, J. M. (2019). Social media mining for B2B Firms’ stock performance: Big data analysis with machine learning
product planning: A product opportunity mining approach based on methods. Industrial marketing management, 86, 30-39.
topic modeling and sentiment analysis. International Journal of Informa- Lucini, F. R., Tonetto, L. M., Fogliatto, F. S., & Anzanello, M. J.
tion Management, 48, 280-290. (2020). Text mining approach to explore dimensions of airline customer
Jia, S. S. (2020). Motivation and satisfaction of Chinese and US satisfaction using online customer reviews. Journal of Air Transport Man-
tourists in restaurants: A cross-cultural text mining of online reviews. agement, 83, 101760.
Tourism Management, 78, 104071. Luo, J., Huang, S., & Wang, R. (2020). A fine-grained sen-
Jiang, H., Lin, P., & Qiang, M. (2016). Public-opinion sentiment anal- timent analysis of online guest reviews of economy hotels in
ysis for large hydro projects. Journal of Construction Engineering and Man- China. Journal of Hospitality Marketing & Management, 1-25. DOI:
agement, 142(2), 05015013. 10.1080/19368623.2020.1772163.
Kar, A. K., & Dwivedi, Y. K. (2020). Theory building with big data- Malthouse, E. C., Haenlein, M., Skiera, B., Wege, E., & Zhang, M.
driven research–Moving away from the “What” towards the “Why”. In- (2013). Managing customer relationships in the social media era: In-
ternational Journal of Information Management, 54, 102205. troducing the social CRM house. Journal of interactive marketing, 27(4),
Kauffmann, E., Peral, J., Gil, D., Ferrández, A., Sellers, R., & Mora, 270-280.
H. (2020). A framework for big data analytics in commercial social net- Martin-Domingo, L., Martín, J. C., & Mandsberg, G. (2019). Social
works: A case study on sentiment analysis and fake review detection for media as a resource for sentiment analysis of Airport Service Quality
marketing decision-making. Industrial Marketing Management, 90, 523- (ASQ). Journal of Air Transport Management, 78, 106-115.
537. Mathayomchan, B., & Taecharungroj, V. (2020). “How was your
Kim, J., & Im, J. (2018). Proposing a missing data method for hospi- meal?” Examining customer experience using Google maps reviews. In-
tality research on online customer reviews. International Journal of Con- ternational Journal of Hospitality Management, 90, 102641.
temporary Hospitality Management. Mingione, M., Cristofaro, M., & Mondi, D. (2020). ’If I give you my
Kim, S. G., & Kang, J. (2018). Analyzing the discriminative attributes emotion, what do I get?’Conceptualizing and measuring the co-created
of products using text mining focused on cosmetic reviews. Information emotional value of the brand. Journal of Business Research, 109, 310-320.
Processing & Management, 54(6), 938-957. Mittal, M., Sharma, R. K., & Singh, V. P. (2015). Modified single
Kim, S., & Lee, W. S. (2019). Network text analysis of medical pass clustering with variable threshold approach. International Jour-
tourism in newspapers using text mining: The South Korea case. Tourism nal of Innovative Computing Information and Control, 11(1), 375-
Management Perspectives, 31, 332-339. 386.

11
S. Kumar, A.K. Kar and P.V. Ilavarasan International Journal of Information Management Data Insights 1 (2021) 100008

Mittal, M., Balas, V. E., Goyal, L. M., & Kumar, R. (Eds.). Tang, C., Mehl, M. R., Eastlick, M. A., He, W., & Card, N. A. (2016).
(2019). Big data processing using spark in cloud. Springer. A longitudinal exploration of the relations between electronic word-
https://www.springer.com/gp/book/9789811305498 (Hu, 2020) of-mouth indicators and firms’ profitability: Findings from the banking
Mittal, M., Balas, V. E., & Hemanth, D. J. (Eds.). (2018). Data Inten- industry. International Journal of Information Management, 36(6), 1124-
sive Computing Applications for Big Data (Vol. 29). IOS Press. 1132.
Mitra, S., & Jenamani, M. (2020). OBIM: A computational model to Tian, X., He, W., Tang, C., Li, L., Xu, H., & Selover, D. (2019). A new
estimate brand image from online consumer review. Journal of Business approach of social media analytics to predict service quality: evidence
Research, 114, 213-226. from the airline industry. Journal of Enterprise Information Management.
Moro, S., Pires, G., Rita, P., & Cortez, P. (2018). A cross-cultural case DOI: 10.1108/JEIM-03-2019-0086.
study of consumers’ communications about a new technological prod- Tse, Y. K., Zhang, M., Doherty, B., Chappell, P., & Garnett, P. (2016).
uct. Journal of Business Research. DOI: 10.1016/j.jbusres.2018.08.009. Insight from the horsemeat scandal. Industrial Management & Data Sys-
Nakayama, M., & Wan, Y. (2019). The cultural impact on social com- tems. DOI: 10.1108/IMDS-10-2015-0417.
merce: A sentiment analysis on Yelp ethnic restaurant reviews. Informa- Tussyadiah, I. P., & Park, S. (2018). When guests trust hosts for their
tion & Management, 56(2), 271-279. words: Host description and trust in sharing economy. Tourism Manage-
Nave, M., Rita, P., & Guerreiro, J. (2018). A decision support sys- ment, 67, 261-272.
tem framework to track consumer sentiments in social media. Journal of Varanasi, P., & Tanniru, M. (2015). Seeking intelligence from patient
Hospitality Marketing & Management, 27(6), 693-710. experience using text mining: analysis of emergency department data.
Park, S. B., Kim, J., Lee, Y. K., & Ok, C. M. (2020). Visualizing theme Information Systems Management, 32(3), 220-228.
park visitors’ emotions using social media analytics and geospatial ana- Wang, X., White, L., Chen, X., Gaikar, D. D., Marakarkandy, B., &
lytics. Tourism Management, 80, 104127. Dasgupta, C. (2015). Using Twitter data to predict the performance
Pawsey, N., Nayeem, T., & Huang, X. (2018). Use of Facebook to of Bollywood movies. Industrial Management & Data Systems. DOI:
engage water customers: a comprehensive study of current UK and Aus- 10.1108/IMDS-04-2015-0145.
tralian practices and trends. Journal of environmental management, 228, Wen, H., Park, E., Tao, C. W., Chae, B., Li, X., & Kwon, J. (2020).
517-528. Exploring user-generated content related to dining experiences of con-
Pezenka, I., & Weismayer, C. (2020). Which factors influ- sumers with food allergies. International Journal of Hospitality Manage-
ence locals’ and visitors’ overall restaurant evaluations?. Inter- ment, 85, 102357.
national Journal of Contemporary Hospitality Management. DOI: Xu, X. (2018). Does traveler satisfaction differ in various travel group
10.1016/j.tourman.2010.02.009. compositions?. International Journal of Contemporary Hospitality Manage-
Punel, A., & Ermagun, A. (2018). Using Twitter network to detect ment. DOI: 10.1108/IJCHM-03-2017-0171.
market segments in the airline industry. Journal of Air Transport Man- Xu, X., Wang, X., Li, Y., & Haghighi, M. (2017). Business intelligence
agement, 73, 67-76. in online customer textual reviews: Understanding consumer percep-
Ragini, J. R., Anand, P. R., & Bhaskar, V. (2018). Big data analytics tions and influential factors. International Journal of information manage-
for disaster response and recovery through sentiment analysis. Interna- ment, 37(6), 673-683.
tional Journal of Information Management, 42, 13-24. Yang, B., Liu, Y., Liang, Y., & Tang, M. (2019). Exploiting user ex-
Rathore, A. K., & Ilavarasan, P. V. (2020). Pre-and post-launch emo- perience from online customer reviews for product design. International
tions in new product development: Insights from twitter analytics of Journal of Information Management, 46, 173-186.
three products. International Journal of Information Management, 50, 111- Yang, C. S., Chen, C. H., & Chang, P. C. (2015). Harnessing consumer
127. reviews for marketing intelligence: a domain-adapted sentiment classifi-
Ren, G., & Hong, T. (2019). Examining the relationship between spe- cation approach. Information Systems and e-Business Management, 13(3),
cific negative emotions and the perceived helpfulness of online reviews. 403-419.
Information Processing & Management, 56(4), 1425-1438. Zhang, Z., Li, H., Meng, F., & Li, Y. (2019). The effect of management
Rosado-Pinto, F., Loureiro, S. M. C., & Bilro, R. G. (2020). How response similarity on online hotel booking. International Journal of Con-
Brand Authenticity and Consumer Brand Engagement Can Be Expressed temporary Hospitality Management. DOI: 10.1108/IJCHM-09-2018-0740.
in Reviews: A Text Mining Approach. Journal of Promotion Management,
26(4), 457-480. References
Sezgen, E., Mason, K. J., & Mayer, R. (2019). Voice of airline passen-
Abrahams, A. S., Fan, W., Wang, G. A., Zhang, Z., & Jiao, J. (2015). An integrated text ana-
ger: A text mining approach to understand customer satisfaction. Journal lytic framework for product defect discovery. Product. Operat. Manag., 24(6), 975–990.
of Air Transport Management, 77, 65-74. Agarwal, A., Mittal, M., Pathak, A., & Goyal, L. M. (2020). Fake news detection using a
Sharma, S. K., Chakraborti, S., & Jha, T. (2019). Analysis of book blend of neural networks: an application of deep learning. SN Comput. Sci., 1, 1–9.
10.1007/s42979-020-00165-4.
sales prediction at Amazon marketplace in India: a machine learning Agarwal, N., Chauhan, S., Kar, A. K., & Goyal, S. (2017). Role of human behaviour at-
approach. Information Systems and e-Business Management, 17(2-4), 261- tributes in mobile crowd sensing: a systematic literature review. Digital Policy, Regu-
284. lation and Governance.
Aggarwal, A., Mittal, M., & Battineni, G. (2021). Generative adversarial network:
Shen, C. W., Luong, T. H., Ho, J. T., & Djailani, I. (2020). Social me- an overview of theory and applications. Int. J. Inf. Manag. Data Insights.
dia marketing of IT service companies: analysis using a concept-linking 10.1016/j.jjimei.2020.100004.
mining approach. Industrial Marketing Management, 90, 593-604. Agrawal, R., Mannila, H., Srikant, R., Toivonen, H., & Verkamo, A. I. (1996). Fast discovery
of association rules. Adv. Knowledge Discov. Data Mining, 12(1), 307–328.
Singh, A., Jenamani, M., & Thakkar, J. (2020). Do online con-
Ainin, S., Feizollah, A., Anuar, N. B., & Abdullah, N. A. (2020). Sentiment analyses of
sumer reviews help to evaluate the performance of automobile multilingual tweets on halal tourism. Tour. Manag. Perspect., 34, Article 100658.
manufacturers?. Journal of Enterprise Information Management. DOI: 10.1016/j.tmp.2020.100658.
10.1509/jmkg.74.2.133. AlAlwan, A., Rana, N. P., Dwivedi, Y. K., & Algharabat, R. (2017). Social media in mar-
keting: a review and analysis of the existing literature. Telemat. Informat., 34(7),
Singh, J. P., Irani, S., Rana, N. P., Dwivedi, Y. K., Saumya, S., & Roy, 1177–1190.
P. K. (2017). Predicting the “helpfulness” of online consumer reviews. Al-Natour, S., & Turetken, O. (2020). A comparative assessment of sentiment analy-
Journal of Business Research, 70, 346-355. sis and star ratings for consumer reviews. Int. J. Inf. Manage., 54, Article 102132.
10.1016/j.ijinfomgt.2020.102132.
Song, R., Kim, H., Lee, G. M., & Jang, S. (2019). Does deceptive mar- Archak, N., Ghose, A., & Ipeirotis, P. G. (2011). Deriving the pricing power of product
keting pay? The evolution of consumer sentiment surrounding a pseudo- features by mining consumer reviews. Manag. Sci., 57(8), 1485–1509.
product-harm crisis. Journal of Business Ethics, 158(3), 743-761.

12
S. Kumar, A.K. Kar and P.V. Ilavarasan International Journal of Information Management Data Insights 1 (2021) 100008

Aswani, R., Kar, A. K., & Ilavarasan, P. V. (2018). Detection of spammers in twitter mar- González-Rodríguez, M. R., Martínez-Torres, R., & Toral, S. (2016). Post-visit and pre-visit
keting: a hybrid approach using social media analytics and bio inspired computing. tourist destination image through eWOM sentiment analysis and perceived helpful-
Inf. Syst. Front., 20(3), 515–530. ness. Int. J. Contemp. Hosp. Manag.. 10.1108/IJCHM-02-2015-0057.
Aswani, R., Kar, A. K., Ilavarasan, P. V., & Dwivedi, Y. K. (2018). Search engine market- Greco, F., & Polli, A. (2020). Emotional text mining: customer profiling in brand manage-
ing is not all gold: insights from Twitter and SEOClerks. Int. J. Inf. Manage., 38(1), ment. Int. J. Inf. Manage., 51, Article 101934. 10.1016/J.IJINFOMGT.2019.04.007.
107–116. Grover, P., & Kar, A. K. (2017). Big data analytics: a review on theoretical contributions
Aswani, R., Kar, A. K., Ilavarasan, P. V., & Dwivedi, Y. K. (2018). Search engine market- and tools used in literature. Global J. Flex. Syst. Manag., 18(3), 203–229.
ing is not all gold: Insights from twitter and SEOClerks. Int. J. Inf. Manage., 38(1), Grover, P., Kar, A. K., & Ilavarasan, P. V. (2018). Blockchain for businesses: A systematic
107–116. literature review. In Conference on e-Business, e-Services and e-Society (pp. 325–336).
Awad, N. F., & Ragowsky, A. (2008). Establishing trust in electronic commerce through Springer.
online word of mouth: an examination across genders. J. Manag. Inf. Syst., 24(4), Guercini, S., Misopoulos, F., Mitic, M., Kapoulas, A., & Karapiperis, C. (2014). Uncovering
101–121. customer service experiences with Twitter: the case of airline industry. Manag. Decis..
Baek, J., Choe, Y., & Ok, C. M. (2020). Determinants of hotel guests’ service experiences: 10.1108/md-03-2012-0235.
an examination of differences between lifestyle and traditional hotels. J. Hospitality Guercini, S., Ranfagni, S., & Camiciottoli, B. C. (2014). An interdisciplinary method for
Mark. Manag., 29(1), 88–105. brand association research. Manag. Decis.. 10.1108/MD-04-2012-0284.
Barbado, R., Araque, O., & Iglesias, C. A. (2019). A framework for fake review detection Guerreiro, J., & Moro, S. (2017). Are Yelp’s tips helpful in building influential consumers?
in online consumer electronics retailers. Inf. Process. Manag., 56(4), 1234–1244. Tour. Manag. Perspect., 24, 151–154.
Berezina, K., Bilgihan, A., Cobanoglu, C., & Okumus, F. (2016). Understanding satisfied Guerreiro, J., & Rita, P. (2020). How to predict explicit recommendations in online reviews
and dissatisfied hotel customers: text mining of online hotel reviews. J. Hospitality using text mining and sentiment analysis. J. Hosp. Tour. Manag., 43, 269–272.
Mark. Manag., 25(1), 1–24. Gupta, S., Kar, A. K., Baabdullah, A., & Al-Khowaiter, W. A (2018). Big data with cognitive
Bigorra, A. M., Isaksson, O., & Karlberg, M. (2019). Aspect-based Kano categorization. Int. computing: a review for the future. Int. J. Inf. Manage., 42, 78–89.
J. Inf. Manage., 46, 163–172. 10.1016/j.ijinfomgt.2018.11.004. Ha, S. H., yong Bae, S., & Son, L. K. (2015). Impact of online consumer reviews on product
Bilro, R. G., Loureiro, S. M. C., & Guerreiro, J (2019). Exploring online customer en- sales: Quantitative analysis of the source effect. Appl. Math., 9(2L), 373–387.
gagement with hospitality products and its relationship with involvement, emotional He, W., Tian, X., Hung, A., Akula, V., & Zhang, W. (2018). Measuring and comparing
states, experience and brand advocacy. J. Hospitality Mark. Manag., 28(2), 147–171. service quality metrics through social media analytics: a case study. Inf. Syst. e-Bus.
Calheiros, A. C., Moro, S., & Rita, P. (2017). Sentiment classification of consumer-gener- Manag., 16(3), 579–600 [65].
ated online reviews using topic modeling. J. Hospitality Mark. Manag., 26(7), 675–693. He, W., Wu, H., Yan, G., Akula, V., & Shen, J. (2015). A novel social media competitive
Canhoto, A. I., & Padmanabhan, Y. (2015). ‘We (don’t) know how you feel’–a comparative analytics framework with sentiment benchmarks. Inf. Manag., 52(7), 801–812.
study of automated vs. manual analysis of social media conversations. J. Mark. Manag., He, W., Zha, S., & Li, L. (2013). Social media competitive analysis and text mining: a case
31(9-10), 1141–1157. study in the pizza industry. Int. J. Inf. Manage., 33(3), 464–472.
Chakraborty, A., & Kar, A. K. (2017). Swarm intelligence: a review oGf algorithms. In He, W., Zhang, W., Tian, X., Tao, R., & Akula, V. (2019). Identifying customer
Nature-Inspired Computing and Optimization (pp. 475–494). Cham: Springer. knowledge on social media through data analytics. J. Enterpr. Inf. Manag..
Chandler, J. D., Salvador, R., & Kim, Y. (2018). Language, brand and speech acts on Twit- 10.1108/JEIM-02-2018-0031.
ter. J. Prod. Brand Manag., 27(4), 375–384. Hu, F. (2020). What makes a hotel review helpful? An information requirement perspec-
Chatterjee, S. (2019). Explaining customer ratings and recommendations by combining tive. J. Hospitality Mark. Manag., 29(5), 571–591.
qualitative and quantitative user generated contents. Dec. Supp. Syst., 119, 14–22. Humphreys, A., & Wang, R. J.-H. (2018). Automated text analysis for consumer research.
10.1016/j.dss.2019.02.008. J. Consum. Res., 44(6), 1274–1306.
Chatterjee, S., & Kar, A. K. (2020). Why do small and medium enterprises use social media Jamiy, F.E., Daif, A., Azouazi, M., and Marzak, A. (2015) The potential and chal-
marketing and what is the impact: empirical insights from India. Int. J. Inf. Manage., lenges of big data – recommendation systems next level application. arXiv preprint
53, Article 102103. arXiv:1501.03424.
Chen, K., Luo, P., & Wang, H. (2017). An influence framework on product word-of-mouth Janasik, N., Honkela, T., & Bruun, H. (2009). Text mining in qualitative research: appli-
(WoM) measurement. Inf. Manag., 54(2), 228–240. cation of an unsupervised learning method. Org. Res. Methods, 12(3), 436–460.
Chen, Y., & Xie, J. (2008). Online consumer review: word-of-mouth as a new element of Jeong, B., Yoon, J., & Lee, J. M. (2017). Social media mining for product planning: a prod-
marketing communication mix. Manag. Sci., 54(3), 477–491. uct opportunity mining approach based on topic modeling and sentiment analysis. Int.
Chern, C. C., Wei, C. P., Shen, F. Y., & Fan, Y. N. (2015). A sales forecasting model for J. Inf. Manage. http://dx.doi.org/. 10.1016/j.ijinfomgt.2017.09.009.
consumer products based on the influence of online word-of-mouth. Inf. Syst. e-Bus. Jeong, B., Yoon, J., & Lee, J. M. (2019). Social media mining for product planning: a prod-
Manag., 13(3), 445–473. uct opportunity mining approach based on topic modeling and sentiment analysis. Int.
Chevalier, JA, & Mayzlin, D (2006). The effect of word of mouth on sales: online book J. Inf. Manage., 48, 280–290.
reviews. J. Marketing Res., 43(3), 345–354. Jeong, E., & Jang, S. S. (2011). Restaurant experiences triggering positive electronic
Chintalapudi, N., Battineni, G., Di Canio, M., Sagaro, G. G., & Amenta, F. (2020). Text word-of-mouth (eWOM) motivations. Int. J. Hosp. Manag., 30(2), 356–366.
mining with sentiment analysis on seafarers’ medical documents. Int. J. Inf. Manag. Jia, S. S. (2020). Motivation and satisfaction of Chinese and US tourists in restaurants: a
Data Insights, 1(1), Article 100005. cross-cultural text mining of online reviews. Tour. Manag., 78, Article 104071.
Cui, R, Li, J, & Zhang, D (2020). Reducing discrimination with reviews in the sharing Jiang, H., Lin, P., & Qiang, M. (2016). Public-opinion sentiment analysis for large hydro
economy: evidence from field experiments on Airbnb. Manag. Sci., 66(3), 1071–1094. projects. J. Construct. Eng. Manag., 142(2), Article 05015013.
Dellarocas, C (2003). The digitization of word of mouth: promise and challenges of online Jindal, N., & Liu, B. (2007). Review spam detection. In Proceedings of the 16th international
feedback mechanisms. Manag. Sci., 49(10), 1407–1424. conference on world wide web ACM1189–1190. 10.1109/ICDM.2007.68.
Dhar, V., & Chang, E. A. (2009). Does chatter matter? The impact of user-generated content Kar, A. K. (2015). Integrating websites with social media–an approach for group decision
on music sales. J. Interact. Mark., 23(4), 300–307. support. J. Decis. Syst., 24(3), 339–353.
Dickinger, A., Lalicic, L., & Mazanec, J. (2017). Exploring the generalizability of discrim- Kar, A. K., & Dwivedi, Y. K. (2020). Theory building with big data-driven research–moving
inant word items and latent topics in online tourist reviews. Int. J. Contemp. Hosp. away from the “what” towards the “why. Int. J. Inf. Manage., 54, Article 102205.
Manag.. 10.1108/ijchm-10-2015-0597. Kar, A. K., & Rakshit, A. (2015). Flexible pricing models for cloud computing based on
Dowling, G., & Weeks, W. (2011). Media analysis: what is it worth? J. Bus. Strategy. group decision making under consensus. Global J. Flex. Syst. Manag., 16(2), 191–204.
10.1108/02756661111100292. Kauffmann, E., Peral, J., Gil, D., Ferrández, A., Sellers, R., & Mora, H. (2020). A frame-
Duriau, V. J., Reger, K. R., & Pfarrer, M. D. (2007). A content analysis of the content anal- work for big data analytics in commercial social networks: a case study on sentiment
ysis literature in or-ganization studies: research themes, data sources, and method- analysis and fake review detection for marketing decision-making. Ind. Mark. Manag.,
ological refinements. Org. Res. Methods, 10(1), 5–34. 10.1177/1094428106289252. 90, 523–537.
Fan, L., Zhang, Y., Dang, Y., & Chen, H. (2013). Analyzing sentiments in Web 2.0 social Kim, J., & Im, J. (2018). Proposing a missing data method for hospitality research on
media data in Chinese: experiments on business and marketing related Chinese Web online customer reviews. Int. J. Contemp. Hosp. Manag..
forums. Inf. Technol. Manag., 14(3), 231–242. Kim, S. G., & Kang, J. (2018). Analyzing the discriminative attributes of products using
Fan, W, Wallace, L, Rich, S, & Zhang, Z (2006). Tapping the power of text mining. Commun. text mining focused on cosmetic reviews. Inf. Process. Manag., 54(6), 938–957.
ACM, 49(9), 76–82. Kim, S., & Lee, W. S. (2019). Network text analysis of medical tourism in newspapers using
Fan, Z. P., Che, Y. J., & Chen, Z. Y. (2017). Product sales forecasting using online reviews text mining: the South Korea case. Tour. Manag. Perspect., 31, 332–339.
and historical sales data: a method combining the Bass model and sentiment analysis. Klostermann, J., Plumeyer, A., Böger, D., & Decker, R. (2018). Extracting brand informa-
J. Bus. Res., 74, 90–100. tion from social networks: integrating image, text, and social tagging data. Int. J. Res.
Filieri, R., Alguezaui, S., & McLeay, F. (2015). Why do travellers trust TripAdvi- Mark., 35(4), 538–556.
sor? Antecedents of trust towards consumer-generated media and its influence Kobayashi, V. B., Mol, S. T., Berkers, H. A., Kismihók, G., & Den Hartog, D. N. (2018).
on recommendation adoption and word of mouth. Tour. Manag., 51, 174–185. Text classification for organizational researchers: a tutorial. Org. Res. Methods, 21(3),
10.1016/j.tourman.2015.05.007. 766–799.
Francesco, G., & Roberta, G. (2019). Cross-country analysis of perception and emphasis Kotsiantis, S., & Kanellopoulos, D. (2006). Association rules mining: a recent overview.
of hotel attributes. Tour. Manag., 74, 24–42. GESTS Int. Trans. Comput. Sci. Eng., 32(1), 71–82.
Gallaugher, J., & Ransbotham, S. (2010). Social media and customer dialog management Kumar, B. S., & Rukmani, K. V. (2010). Implementation of web usage mining using APRI-
at Starbucks. MIS Q. Execut., 9(4). ORI and FP growth algorithms. Int. J. Adv. Network. Appl., 1(06), 400–404.
Geetha, M., Singha, P., & Sinha, S. (2017). Relationship between customer sentiment and Lau, R. Y. K., Zhang, W., & Xu, W (2018). Parallel aspect-oriented sentiment analysis for
online customer ratings for hotels-An empirical analysis. Tour. Manag., 61, 43–54. sales forecasting with big data. Product. Operat. Manag., 27(10), 1775–1794.
Gitto, S., & Mancuso, P. (2017). Improving airport services using sentiment analysis of the Lee, I. (2018). Social media analytics for enterprises: typology, methods, and processes.
websites. Tour. Manag. Perspect., 22, 132–136. Bus. Horiz., 61(2), 199–210 [51].

13
S. Kumar, A.K. Kar and P.V. Ilavarasan International Journal of Information Management Data Insights 1 (2021) 100008

Lee, K., & Yu, C. (2018). Assessment of airport service quality: a complementary approach Ren, G., & Hong, T. (2019). Examining the relationship between specific negative emo-
to measure perceived service quality based on Google reviews. J. Air Transp. Manag., tions and the perceived helpfulness of online reviews. Inf. Process. Manag., 56(4),
71, 28–44. 1425–1438.
Lee, M., Jeong, M., & Lee, J. (2017). Roles of negative emotions in customers’ perceived Rosado-Pinto, F., Loureiro, S. M. C., & Bilro, R. G (2020). How brand authenticity and
helpfulness of hotel reviews on a user-generated review website. Int. J. Contemp. Hosp. consumer brand engagement can be expressed in reviews: a text mining approach. J.
Manag.. 10.1108/IJCHM-10-2015-0626. Promot. Manag., 26(4), 457–480.
Lee, S. Y., Qiu, L., & Whinston, A. (2018). Sentiment manipulation in online platforms: Sanjeev, V., Sharma, R., Deb, S., & Maitra, D. (2020). Int. J. Inf. Manag. Data Insights
An analysis of movie tweets. Product. Operat. Manag., 27(3), 393–416. DOI = “https://doi.org/. 10.1016/j.jjimei.2020.100002.
Li, H., Liu, H., & Zhang, Z. (2020). Online persuasion of review emotional intensity: a text Scanfeld, D., Scanfeld, V., & Larson, E. L. (2010). Dissemination of health information
mining analysis of restaurant reviews. Int. J. Hosp. Manag., 89, Article 102558. through social networks: twitter and antibiotics. Am. J. Infect. Control, 38(3), 182–188.
Li, L., Zhang, Q., Tian, J., & Wang, H. (2018). Characterizing information propagation Sezgen, E., Mason, K. J., & Mayer, R. (2019). Voice of airline passenger: A text mining
patterns in emergencies: a case study with Yiliang Earthquake. Int. J. Inf. Manage., approach to understand customer satisfaction. J. Air Transp. Manag., 77, 65–74.
38(1), 34–41. Sharma, S. K., Chakraborti, S., & Jha, T. (2019). Analysis of book sales prediction at
Li, S. T., Pham, T. T., Chuang, H. C., & Wang, Z. W. (2016). Does reliable information mat- Amazon marketplace in India: a machine learning approach. Inf. Syst. e-Bus. Manag.,
ter? Towards a trustworthy co-created recommendation model by mining unboxing 17(2-4), 261–284.
reviews. Inf. Syst. e-Bus. Manag., 14(1), 71–99. Sharma, S., Gadia, S., & Tim, U. S. (2020). Subset, subquery and queryable-
Li, W., Chen, H., & Nunamaker, J. F., Jr (2016). Identifying and profiling key sellers in visualization in parametric big data model. Int. J. Inf. Manag. Data Insights.
cyber carding community: AZSecure text mining system. J. Manag. Inf. Syst., 33(4), 10.1016/j.jjimei.2020.100003.
1059–1086. Shen, C. W., Luong, T. H., Ho, J. T., & Djailani, I. (2020). Social media marketing of
Lipizzi, C., Iandoli, L., & Marquez, J. E. R (2015). Extracting and evaluating conversa- IT service companies: analysis using a concept-linking mining approach. Ind. Mark.
tional patterns in social media: a socio-semantic analysis of customers’ reactions to Manag., 90, 593–604.
the launch of new products using Twitter streams. Int. J. Inf. Manage., 35(4), 490–503. Shirdastian, H., Laroche, M., & Richard, M. O. (2017). Using big data analytics to study
Liu, X. (2020). Analyzing the impact of user-generated content on B2B Firms’ stock per- brand authenticity sentiments: the case of Starbucks on Twitter. Int. J. Inf. Manage..
formance: Big data analysis with machine learning methods. Ind. Mark. Manag., 86, 10.1016/J.IJINFOMGT.2017.09.007.
30–39. Siering, M., Deokar, A. V., & Janze, C. (2018). Disentangling consumer recommendations:
Lucini, F. R., Tonetto, L. M., Fogliatto, F. S., & Anzanello, M. J. (2020). Text mining ap- explaining and predicting airline recommendations based on online reviews. Decis.
proach to explore dimensions of airline customer satisfaction using online customer Support Syst., 107, 52–63. 10.1016/j.dss.2018.01.002.
reviews. J. Air Transp. Manag., 83, Article 101760. Singh, A., Jenamani, M., & Thakkar, J. (2020). Do online consumer reviews help to
Luo, J., Huang, S., & Wang, R. (2020). A fine-grained sentiment analysis of online evaluate the performance of automobile manufacturers? J. Enterprise Inf. Manag..
guest reviews of economy hotels in China. J. Hospitality Mark. Manag., 1–25. 10.1509/jmkg.74.2.133.
10.1080/19368623.2020.1772163. Singh, H., Grover, P., Kar, A. K., & Ilavarasan, P. V. (2020). Review of performance as-
Malthouse, E. C., Haenlein, M., Skiera, B., Wege, E., & Zhang, M. (2013). Managing cus- sessment frameworks of e-government projects. Transf. Government.
tomer relationships in the social media era: Introducing the social CRM house. J. Singh, J. P., Irani, S., Rana, N. P., Dwivedi, Y. K., Saumya, S., & Roy, P. K. (2017). Pre-
Interact. Mark., 27(4), 270–280. dicting the “helpfulness” of online consumer reviews. J. Bus. Res., 70, 346–355.
Martin-Domingo, L., Martín, J. C., & Mandsberg, G. (2019). Social media as a resource Song, R., Kim, H., Lee, G. M., & Jang, S. (2019). Does deceptive marketing pay? The
for sentiment analysis of Airport Service Quality (ASQ). J. Air Transp. Manag., 78, evolution of consumer sentiment surrounding a pseudo-product-harm crisis. J. Bus.
106–115. Ethics, 158(3), 743–761.
Mathayomchan, B., & Taecharungroj, V. (2020). How was your meal?” Examining cus- Sotiriadis, M. D., & Van Zyl, C. (2013). Electronic word-of-mouth and online reviews in
tomer experience using Google maps reviews. Int. J. Hosp. Manag., 90, Article 102641. tourism services: the use of twitter by tourists. Electron. Comm. Res., 13(1), 103–124.
Mayring, P. (2015). Qualitative content analysis: theoretical background and procedures. Takata, H. (2016). Effects of industry forces, market orientation, and marketing capabil-
In Approaches to Qualitative Research in Mathematics Education (pp. 365–380). Dor- ities on business performance: an empirical analysis of Japanese manufacturers from
drecht: Springer. 2009 to 2011. J. Bus. Res., 69(12), 5611–5619.
Mingione, M., Cristofaro, M., & Mondi, D. (2020). If I give you my emotion, what do I Tang, C., Mehl, M. R., Eastlick, M. A., He, W., & Card, N. A. (2016). A longitudinal explo-
get?’Conceptualizing and measuring the co-created emotional value of the brand. J. ration of the relations between electronic word-of-mouth indicators and firms’ prof-
Bus. Res., 109, 310–320. itability: findings from the banking industry. Int. J. Inf. Manage., 36(6), 1124–1132.
Mitra, S., & Jenamani, M. (2020). OBIM: a computational model to estimate brand image Tian, X., He, W., Tang, C., Li, L., Xu, H., & Selover, D. (2019). A new approach of so-
from online consumer review. J. Bus. Res., 114, 213–226. cial media analytics to predict service quality: evidence from the airline industry. J.
Mittal, A., Gupta, M.P., Chaturvedi, M., Chansarkar, S.R. & Gupta, S. (2020) Cybersecu- Enterprise Inf. Manag.. 10.1108/JEIM-03-2019-0086.
rity Enhancement through Blockchain Training (CEBT) – a serious game approach, Tse, Y. K., Zhang, M., Doherty, B., Chappell, P., & Garnett, P. (2016). Insight from the
doi:10.1016/j.jjimei.2020.100001. horsemeat scandal. Ind. Manag. Data Syst.. 10.1108/IMDS-10-2015-0417.
Mittal, M., Balas, V. E., Goyal, L. M., & Kumar, R. (2019). Big Data Processing Using Spark Tussyadiah, I. P., & Park, S. (2018). When guests trust hosts for their words: Host descrip-
in Cloud. Springer https://www.springer.com/gp/book/9789811305498. tion and trust in sharing economy. Tour. Manag., 67, 261–272.
Mittal, M., Balas, V. E., & Hemanth, D. J. (2018). Data Intensive Computing Applications for Varanasi, P., & Tanniru, M. (2015). Seeking intelligence from patient experience using text
Big Data (Vol. 29). IOS Press. mining: analysis of emergency department data. Inf. Syst. Manag., 32(3), 220–228.
Mittal, M., Sharma, R. K., & Singh, V. P. (2015). Modified single pass clustering with Wang, X., White, L., Chen, X., Gaikar, D. D., Marakarkandy, B., & Dasgupta, C. (2015).
variable threshold approach. Int. J. Innovat. Comput. Inf. Control, 11(1), 375–386. Using Twitter data to predict the performance of Bollywood movies. Ind. Manag. Data
Moro, S., Pires, G., Rita, P., & Cortez, P. (2018). A cross-cultural case study of Syst.. 10.1108/IMDS-04-2015-0145.
consumers’ communications about a new technological product. J. Bus. Res.. Wen, H., Park, E., Tao, C. W., Chae, B., Li, X., & Kwon, J. (2020). Exploring user-generated
10.1016/j.jbusres.2018.08.009. content related to dining experiences of consumers with food allergies. Int. J. Hosp.
Nakayama, M., & Wan, Y. (2019). The cultural impact on social commerce: a sentiment Manag., 85, Article 102357 [98].
analysis on Yelp ethnic restaurant reviews. Inf. Manag., 56(2), 271–279. Wiedemann, G. (2013). Opening up to big data: computer-assisted analysis of textual data
Nasir, J. A., Khan, O. S., & Varlamis, I. (2020). Fake news detection: a hybrid CNN-RNN in social sciences. Historic. Soc. Res./Historische Sozialforschung, 38(4), 332–357.
based deep learning approach. Int. J. Inf. Manag. Data Insight., 1(1), Article 100007. Xu, X. (2018). Does traveler satisfaction differ in various travel group compositions? Int.
Nave, M., Rita, P., & Guerreiro, J. (2018). A decision support system framework to track J. Contemp. Hosp. Manag.. 10.1108/IJCHM-03-2017-0171.
consumer sentiments in social media. J. Hospitality Mark. Manag., 27(6), 693–710. Xu, X., Wang, X., Li, Y., & Haghighi, M. (2017). Business intelligence in online customer
Pani, A. K., & Kar, A. K. (2011). A study to compare relative importance of criteria for textual reviews: Understanding consumer perceptions and influential factors. Int. J.
supplier evaluation in e-procurement. In 2011 44th Hawaii International Conference on Inf. Manage., 37(6), 673–683.
System Sciences (pp. 1–8). IEEE. Yang, A., & Kent, M. (2014). Social media and organizational visibility: a sample of Fortune
Park, S. B., Kim, J., Lee, Y. K., & Ok, C. M. (2020). Visualizing theme park visitors’ emo- 500 corporations. Public Relat. Rev., 40(3), 562–564.
tions using social media analytics and geospatial analytics. Tour. Manag., 80, Article Yang, B., Liu, Y., Liang, Y., & Tang, M. (2019). Exploiting user experience from online
104127. customer reviews for product design. Int. J. Inf. Manage., 46, 173–186.
Pawsey, N., Nayeem, T., & Huang, X. (2018). Use of Facebook to engage water customers: Yang, C. S., Chen, C. H., & Chang, P. C. (2015). Harnessing consumer reviews for market-
a comprehensive study of current UK and Australian practices and trends. J. Environ. ing intelligence: a domain-adapted sentiment classification approach. Inf. Syst. e-Bus.
Manage., 228, 517–528. Manag., 13(3), 403–419.
Pezenka, I., & Weismayer, C. (2020). Which factors influence locals’ and Zaki, M. J. (2000). Scalable algorithms for association mining. IEEE Trans. Knowl. andData
visitors’ overall restaurant evaluations? Int. J. Contemp. Hosp. Manag.. Eng., 12(3), 372–390.
10.1016/j.tourman.2010.02.009. Zhang, Z., Li, H., Meng, F., & Li, Y. (2019). The effect of management re-
Punel, A., & Ermagun, A. (2018). Using Twitter network to detect market segments in the sponse similarity on online hotel booking. Int. J. Contemp. Hosp. Manag..
airline industry. J. Air Transp. Manag., 73, 67–76. 10.1108/IJCHM-09-2018-0740.
Ragini, J. R., Anand, P. R., & Bhaskar, V. (2018). Big data analytics for disaster response Zhang, Z., Ye, Q., Zhang, Z., & Li, Y. (2011). Sentiment classification of Internet restaurant
and recovery through sentiment analysis. Int. J. Inf. Manage., 42, 13–24. reviews written in Cantonese. Expert Syst. Appl., 38(6), 7674–7682.
Rathore, A. K., & Ilavarasan, P. V. (2020). Pre-and post-launch emotions in new product
development: insights from twitter analytics of three products. Int. J. Inf. Manage., 50,
111–127.

14

View publication stats