Exploring customer concerns on service quality under the COVID-19 crisis: A social media analytics study from the retail industry

Business & Economics

• Retail Industry 100%
• Supermarkets 94%
• Crisis Communication 91%
• Social Media 73%
• Service Quality 69%
• Text Mining 64%
• Grocery 57%
• Time Series Analysis 28%
• Quality Assessment 27%
• Information Collection 23%
• Competitiveness 22%
• Sentiment Analysis 22%
• Communication Theory 21%
• Customer Information 21%
• Shopping Behavior 20%
• Retail 20%
• Interaction 19%
• Customer Behavior 19%
• Service Provision 18%
• Customer Perception 18%
• Sentiment 18%
• Upgrading 17%
• Consumer Perceptions 17%
• Managers 16%
• Government Policy 15%
• Leverage 13%
• Retailers 12%
• Modeling 10%
• Methodology 8%