Data Science & Big Data Analysis

We’ll be covering text analysis in the next few weeks. The attached article (cited below) covers some information relevant to this topic.

a. Summarize in your own words what constitutes customer experience

b. From your perspective, discuss the benefits of using text mining to explore customer experience.

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Customer Service and Text Mining.10-1108_JSM-10-2018-0295.pdf

Reference and cite as appropriate.

Use your own words. Do not copy/paste and/or use word replacement applications.


Mahr, D., Stead, S., & Odekerken-Schröder, G. (2019). Making sense of customer service experiences: a text mining review. Journal of Services Marketing33(1), 88–103.

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