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Customer Complaint Analysis via Review-Based Control Charts and Dynamic Importance–Performance Analysis

https://doi.org/10.3390/app13105991
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What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

inferredcites →https://doi.org/10.1002/qre.2452openalex-snapshot
Monitoring of user‐generated reviews via a sequential reverse joint sentiment‐topic model
inferredcites →https://doi.org/10.1007/978-3-030-61140-8_11openalex-snapshot
Service Quality Evaluation Using Text Mining: A Systematic Literature Review
inferredcites →https://doi.org/10.1007/s10257-017-0360-0openalex-snapshot
Measuring and comparing service quality metrics through social media analytics: a case study
inferredcites →https://doi.org/10.1007/s10257-020-00463-7openalex-snapshot
A review-driven customer preference measurement model for product improvement: sentiment-based importance–performance analysis
inferredcites →https://doi.org/10.1007/s11135-014-0036-5openalex-snapshot
Quantitative quality control from qualitative data: control charts with latent semantic analysis
inferredcites →https://doi.org/10.1016/j.aei.2009.06.003openalex-snapshot
Management and forecast of dynamic customer needs: An artificial immune and neural system approach
inferredcites →https://doi.org/10.1016/j.aei.2021.101304openalex-snapshot
Customer complaints monitoring with customer review data analytics: An integrated method of sentiment and statistical process control analyses
inferredcites →https://doi.org/10.1016/j.aei.2022.101533openalex-snapshot
Revealing the dual importance and Kano type of attributes through customer review analytics
inferredcites →https://doi.org/10.1016/j.asej.2014.04.011openalex-snapshot
Sentiment analysis algorithms and applications: A survey
inferredcites →https://doi.org/10.1016/j.dss.2010.08.021openalex-snapshot
Mining comparative opinions from customer reviews for Competitive Intelligence
inferredcites →https://doi.org/10.1016/j.dss.2014.08.005openalex-snapshot
Examining the influence of online reviews on consumers' decision-making: A heuristic–systematic model
inferredcites →https://doi.org/10.1016/j.ecolind.2022.108775openalex-snapshot
A social-media-based improvement index for urban renewal
inferredcites →https://doi.org/10.1016/j.eswa.2006.09.026openalex-snapshot
Web service quality control based on text mining using support vector machine
inferredcites →https://doi.org/10.1016/j.eswa.2017.02.002openalex-snapshot
Enhancing deep learning sentiment analysis with ensemble techniques in social applications
inferredcites →https://doi.org/10.1016/j.eswa.2019.04.069openalex-snapshot
Mining customer product reviews for product development: A summarization process
inferredcites →https://doi.org/10.1016/j.future.2020.07.022openalex-snapshot
Attention-based sentiment analysis using convolutional and recurrent neural network
inferredcites →https://doi.org/10.1016/j.ijinfomgt.2017.09.009openalex-snapshot
Social media mining for product planning: A product opportunity mining approach based on topic modeling and sentiment analysis
inferredcites →https://doi.org/10.1016/j.ijinfomgt.2017.11.001openalex-snapshot
Social media analytics: Extracting and visualizing Hilton hotel ratings and reviews from TripAdvisor
inferredcites →https://doi.org/10.1016/j.im.2015.09.010openalex-snapshot
Crowd intelligence: Analyzing online product reviews for preference measurement
inferredcites →https://doi.org/10.1016/j.inffus.2019.05.003openalex-snapshot
Social context in sentiment analysis: Formal definition, overview of current trends and framework for comparison
inferredcites →https://doi.org/10.1016/j.jbusres.2017.11.031openalex-snapshot
Predicting the consumer's purchase intention of durable goods: An attribute-level analysis
inferredcites →https://doi.org/10.1016/j.jksuci.2014.03.009openalex-snapshot
Mining opinion components from unstructured reviews: A review
inferredcites →https://doi.org/10.1016/j.knosys.2014.05.018openalex-snapshot
Product aspect extraction supervised with online domain knowledge
inferredcites →https://doi.org/10.1016/j.procs.2015.08.634openalex-snapshot
Importance-performance Analysis Applied to a Laboratory Supplies and Equipment Company
inferredcites →https://doi.org/10.1016/j.tourman.2018.09.010openalex-snapshot
Wisdom of crowds: Conducting importance-performance analysis (IPA) through online reviews
inferredcites →https://doi.org/10.1016/j.tourman.2019.104006openalex-snapshot
Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry
inferredcites →https://doi.org/10.1023/a:1011806727354openalex-snapshot
Performance of Number-Between g-Type Statistical Control Charts for Monitoring Adverse Events
inferredcites →https://doi.org/10.1023/a:1011846412909openalex-snapshot
Number-Between g-Type Statistical Quality Control Charts for Monitoring Adverse Events
inferredcites →https://doi.org/10.1080/00207543.2016.1154208openalex-snapshot
Understanding big consumer opinion data for market-driven product design
inferredcites →https://doi.org/10.1080/00224065.1984.11978921openalex-snapshot
The Shewhart Control Chart—Tests for Special Causes
inferredcites →https://doi.org/10.1080/00224065.1992.12015229openalex-snapshot
Statistical Control Charts Based on a Geometric Distribution
inferredcites →https://doi.org/10.1080/19368623.2015.1012282openalex-snapshot
Assessing Hotel-Related Smartphone Apps Using Online Reviews
inferredcites →https://doi.org/10.1109/access.2020.3005242openalex-snapshot
Unsupervised Genre-Based Multidomain Sentiment Lexicon Learning Using Corpus-Generated Polarity Seed Words
inferredcites →https://doi.org/10.1109/mlise54096.2021.00056openalex-snapshot
Deep learning for Aspect-based Sentiment Analysis
inferredcites →https://doi.org/10.1115/1.4004987openalex-snapshot
Trend Mining for Predictive Product Design
inferredcites →https://doi.org/10.1115/1.4049865openalex-snapshot
Approach for Importance–Performance Analysis of Product Attributes From Online Reviews
inferredcites →https://doi.org/10.1155/2022/8660828openalex-snapshot
Short-Text Classification Detector: A Bert-Based Mental Approach
inferredcites →https://doi.org/10.1162/coli_a_00049openalex-snapshot
Lexicon-Based Methods for Sentiment Analysis
inferredcites →https://doi.org/10.11648/j.sjbm.20200802.11openalex-snapshot
Research on Customer Satisfaction of Budget Hotels Based on Revised IPA and Online Reviews
inferredcites →https://doi.org/10.1177/002224297704100112openalex-snapshot
Importance-Performance Analysis
inferredcites →https://doi.org/10.1177/2158244020988249openalex-snapshot
Data-Driven Approach to Dual Service Failure Monitoring From Negative Online Reviews: Managerial Perspective
inferredcites →https://doi.org/10.1186/s40537-022-00680-6openalex-snapshot
A deep learning-based model using hybrid feature extraction approach for consumer sentiment analysis
inferredcites →https://doi.org/10.13088/jiis.2018.24.4.219openalex-snapshot
KNU Korean Sentiment Lexicon: Bi-LSTM-based Method for Building a Korean Sentiment Lexicon
inferredcites →https://doi.org/10.1504/ijss.2013.057237openalex-snapshot
Exponentially weighted moving average control charts for monitoring customer service quality comments
inferredcites →https://doi.org/10.3390/app12020692openalex-snapshot
Exploring Bidirectional Performance of Hotel Attributes through Online Reviews Based on Sentiment Analysis and Kano-IPA Model
inferredcites →https://doi.org/10.3390/computers12010018openalex-snapshot
A Testset-Based Method to Analyse the Negation-Detection Performance of Lexicon-Based Sentiment Analysis Tools
inferredcites →https://doi.org/10.3390/su10030746openalex-snapshot
Analyzing Dynamic Change in Customer Requirements: An Approach Using Review-Based Kano Analysis
inferredcites →https://doi.org/10.3390/su10103564openalex-snapshot
An Approach to Discovering Product/Service Improvement Priorities: Using Dynamic Importance-Performance Analysis
inferredcites →https://doi.org/10.3390/su11216153openalex-snapshot
A Text Analytics-Based Importance Performance Analysis and Its Application to Airline Service
inferredcites →https://doi.org/10.4218/etrij.16.0115.0896openalex-snapshot
Korean Coreference Resolution with Guided Mention Pair Model Using Deep Learning

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

inferred← citeshttps://doi.org/10.2139/ssrn.4795530openalex-extracted
Deep-Learning-Based Customer Complaints Monitoring System Using Online Review
inferred← citeshttps://doi.org/10.1016/j.cie.2024.110511openalex-snapshot
Dynamic elicitation and forecasting innovation requirement of smart product-service system via user-manufacturer value co-creation perspective using multi-source data
inferred← citeshttps://doi.org/10.1016/j.jretconser.2024.104135openalex-snapshot
Examining product quality and competitiveness via online reviews: An integrated approach of importance performance competitor analysis and Kano model
inferred← citeshttps://doi.org/10.1016/j.jretconser.2025.104305openalex-snapshot
Review lifecycle analytics and importance–obsolescence analysis: A data-driven design approach to product circularity
inferred← citeshttps://doi.org/10.1038/s41598-026-36550-xopenalex-snapshot
Adapting quality function deployment to translate patient feedback into prioritized technical requirements for healthcare artificial intelligence
inferred← citeshttps://doi.org/10.1080/16843703.2026.2680688openalex-snapshot
Detection of dependence shifts based on copula modeling for multivariate process monitoring
inferred← citeshttps://doi.org/10.1109/access.2026.3727909openalex-snapshot
A Two-Stage Data-Driven Framework for App Quality Monitoring: Integrating CNN-BiLSTM and Laney p’ Control Charts
inferred← citeshttps://doi.org/10.3390/app15094604openalex-snapshot
Service Management of Employee Shuttle Service Under Inhomogeneous Fleet Constraints Using Dynamic Linear Programming: A Case Study
inferred← citeshttps://doi.org/10.3390/app15158550openalex-snapshot
Generation and Classification of Novel Segmented Control Charts (SCC) Based on Hu’s Invariant Moments and the K-Means Algorithm
inferred← citeshttps://doi.org/10.3390/logistics9010016openalex-snapshot
Analysis of Parcel Delivery Issues at ‘State Parcel Company’: An Examination of Customer Complaints and Interrelationships
inferred← citeshttps://doi.org/10.47260/amae/1452openalex-snapshot
Research on Online Banking Quality Management Requirements
inferred← citeshttps://doi.org/10.70315/uloap.ulbec.2026.0301011openalex-snapshot
The Role of Direct Communication with the Consumer in Identifying Hidden Vulnerabilities in Business Processes
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