Text analytics and new service development: a hybrid thematic analysis with systematic literature review approach

Saeed Rouhani · Saba Alsadat Bozorgi · Hannan Amoozad Mahdiraji · Demetris Vrontis

7 citations0/0 files storedEuroMed Journal of Business

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Service and Product Innovation Customer Service Quality and Loyalty Computational and Text Analysis Methods

Abstract

Purpose This study addresses the gap in understanding text analytics within the service domain, focusing on new service development to provide insights into key research themes and trends in text analytics approaches to service development. It explores the benefits and challenges of implementing these approaches and identifies potential research opportunities for future service development. Importantly, this study offers insights to assist service providers to make data-driven decisions for developing new services and optimising existing ones. Design/methodology/approach This research introduces the hybrid thematic analysis with a systematic literature review (SLR-TA). It delves into the various aspects of text analytics in service development by analysing 124 research papers published from 2012 to 2023. This approach not only identifies key practical applications but also evaluates the benefits and difficulties of applying text analytics in this domain, thereby ensuring the reliability and validity of the findings. Findings The study highlights an increasing focus on text analytics within the service industry over the examined period. Using the SLR-TA approach, it identifies eight themes in previous studies and finds that “Service Quality” had the most research interest, comprising 42% of studies, while there was less emphasis on designing new services. The study categorises research into four types: Case, Concept, Tools and Implementation, with case studies comprising 68% of the total. Originality/value This study is groundbreaking in conducting a thorough and systematic analysis of a broad collection of articles. It provides a comprehensive view of text analytics approaches in the service sector, particularly in developing new services and service innovation. This study lays out distinct guidelines for future research and offers valuable insights to foster research recommendations.

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References

1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 2013Content analysis and thematic analysis: Implications for conducting a qualitative descriptive study 2016Thematic analysis 2020Thematic analysis of qualitative data: AMEE Guide No. 131 2017Guidance on Conducting a Systematic Literature Review 2014Data-intensive applications, challenges, techniques and technologies: A survey on Big Data 2016Critical analysis of Big Data challenges and analytical methods 2016Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future

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