Reviewgold2021

Applications of text mining in services management: A systematic literature review

Sunil Kumar · Arpan Kumar Kar · P. Vigneswara Ilavarasan

317 citations0/0 files storedInternational Journal of Information Management Data Insights

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Computational and Text Analysis Methods Topic Modeling Sentiment Analysis and Opinion Mining

Abstract

The importance of text mining is increasing in services management as the access to big data is increasing across digital platforms enabling such services. This study adopts a systematic literature review on the application of text mining in services management. First, we analyzed the literature on which has used text mining methods like Sentiment Analysis, Topic Modeling, and Natural language Processing (NLP) in reputed business management journals. Further, we applied visualization tools for text mining and the topic association to understand the dominant themes and relationships. The analysis highlighted that social media analysis, market analysis, competitive 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.

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References

2007A Content Analysis of the Content Analysis Literature in Organization Studies: Research Themes, Data Sources, and Methodological Refinements 2017Automated Text Analysis for Consumer Research 2006Tapping the power of text mining

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