Name
Title | ||
|---|---|---|
Identifying individual expectations in service recovery through natural language processing and machine learning |
Abstract | ||
|---|---|---|
•A method to identify individual expectations for service recovery is proposed.•New expectation classification is presented based on extant literature.•Word2vec and machine learning algorithms are used to detect expectations.•SVMs and Naïve Bayesian classifiers are selected in the method. |
Year | DOI | Venue |
|---|---|---|
2019 | 10.1016/j.eswa.2019.04.063 | Expert Systems with Applications |
Keywords | Field | DocType |
Service recovery,Service recovery expectations,Machine learning,Natural language processing,Customer expectation detection method | Data mining,Computer science,Data acquisition,Service recovery,Variables,Artificial intelligence,Word2vec,Classifier (linguistics),Cross-validation,Machine learning | Journal |
Volume | ISSN | Citations |
131 | 0957-4174 | 0 |
PageRank | References | Authors |
0.34 | 0 | 3 |
Name | Order | Citations | PageRank |
|---|---|---|---|
| Yijiang Liu | 1 | 0 | 0.68 |
| Yinghong Wan | 2 | 1 | 1.37 |
| Xiao Su | 3 | 0 | 0.34 |