HIGHLIGHTS
- who: Customer experience et al. from the Graduate School Business, University Cape Town, Cape Town, South Africa and have published the article: The writing is on the wall: predicting customers evaluation of customer-firm interactions using computerized text analysis, in the Journal: (JOURNAL)
- what: The aim of this methodological study is to examine how service firms can use the computerized text analysis tool, Linguistic Inquiry and Word Count (LIWC), to analyze unstructured online data. The aim seeks to explore how a computerized text analysis of online customer reviews can be used to evaluate customer-firm . . .
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