The importance of text mining is increasing in services management as the access to big data is increasing across digital platforms enabling such services. This study adopts a systematic literature review on the application of text mining in services management. First, we analyzed the literature on which has used text mining methods like Sentiment Analysis, Topic Modeling, and Natural language Processing (NLP) in reputed business management journals. Further, we applied visualization tools for text mining and the topic association to understand the dominant themes and relationships. The analysis highlighted that social media analysis, market analysis, competitive intelligence are the most dominant themes while other themes like risk management and fake content detection are also explored. Further, based on the analysis, future research agenda in the field of text mining in services management has been indicated.

Applications of text mining in services management: A systematic literature review

http://www.juneman.me/docs/Intrinsic%20factors%20affecting%20impulsive%20buying%20behaviour.pdf

Intrinsic factors affecting impulsive buying behaviour—Evidence from India

https://eprints.ncl.ac.uk/file_store/production/247311/EFBD5C30-91AC-4C83-AF75-7D463E6E09E4.pdf

Perceptional components of brand equity: Configuring the Symmetrical and Asymmetrical Paths to brand loyalty and brand purchase intention

https://cyberleninka.org/article/n/959620.pdf

Are high performance work practices really necessary in family SMEs? : An analysis of the impact on employee retention

/pdf/organizational-commitment-job-satisfaction-and-their-15pbdiyf3x.pdf

Organizational commitment, job satisfaction and their possible influences on intent to turnover

Brand experience and consumers’ willingness-to-pay (WTP) a price premium: Mediating role of brand credibility and perceived uniqueness

This study investigates the differences between individualism-collectivism and consumer behaviour in relation to automobile purchases. In this study the author looked at several stages of the consumer decision-making process and identified the possible differences between individualist and collectivist consumers and how it influences purchase decision. Based on a sample of 211 respondents from individualist (Australian-born) and collectivist (Asian-born) backgrounds, an established scale (Cultural Values Scale: Singelis, Triandis, Bhawuk, & Gelfand, 1995) was used to confirm the cultural values among the participants, if the respondents are aligned with the particular group (i.e. Asian-born with collectivism and Australian-born with individualism). Hypotheses were tested using independent sample t-test. Results found that there were no differences in individualism observed between Australian-born and Asian-born respondents; however, there were differences in collectivism observed between these two groups, such that Asian-born participants scored higher on collectivism. Results also found that Asian-born consumers are more brand conscious and involve a number of family/friends in their decision making. In contrast Australian-born consumers do not believe in group decision making and uses internet as the most important source of information. The findings will provide insight into how automobile companies could position themselves with respect to their marketing strategies in different cultural settings.

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Cultural influences on consumer behaviour

Objective This study examines consumer engagement with a social marketing digital media strategy designed to support the implementation of Equally Well-a program to improve the physical health of people living with mental illness. Design A four-stage strategic analysis and intervention mix were used as the theoretical framework to assess stakeholder needs and to evaluate the effectiveness of the intervention. Setting Online and digital media. Participants Mental health consumers, carers, clinicians and service managers. Interventions A digital media, social marketing intervention to support those seeking to improve the physical health of people living with mental illness. The strategy was developed using a co-design methodology and provided links to self-care resources, access to service providers, clinical tools for health professionals and links to existing successful rural programs. Main outcome measures The main outcome measures were the number of people from each category accessing the media, making connections and downloading resources. Results The program has resulted in more than 24 500 website hits per annum, 3500 tweets and 14.5 million Twitter impressions with good bounce and download rates. The analysis suggested the materials were mostly used by clinicians and service managers using desktop computers. Conclusions Using a co-design approach, the study demonstrated the potential of a social marketing digital media strategy as a health promotion methodology. The paper has provided a framework for implementing and evaluating the effectiveness of digital social media campaigns that can help consumers, carers, clinicians and service planners address the challenges of rural health service delivery and the tyranny of distance.

Using digital and social media for health promotion: A social marketing approach for addressing co-morbid physical and mental health.

This study investigates the relationship between individualism-collectivism and consumer decision-making styles applied to the purchase of automobiles. An adapted version of the widely used Consumer Styles Inventory (Sproles & Kendall, 1986) was used to measure consumer decision-making styles. Based on a sample of 202 respondents from Australian individualist and collectivist backgrounds, exploratory and confirmatory factor analysis were conducted on Sproles and Kendall’s (1986) CSI adapted for high involvement purchases. Mean differences between the two cultural backgrounds were assessed via MANCOVA. Results indicated that individualists and collectivists significantly differed on ‘brand conscious’ and ‘confused by overchoice’ decision making styles, with collectivists scoring significantly higher. There were no differences in the perfectionist, high quality conscious; price conscious and habitual/brand loyal decision-making styles. The paper also discusses how automobile companies could develop suitable marketing strategies for individualist and collectivist consumers in Australia.

/pdf/decision-making-styles-of-individualist-and-collectivist-2iv729jqer.pdf

Decision-making Styles of Individualist and Collectivist Automobile Consumers in Australia

The purpose of this paper is to examine the interplay of brand experience and brand attitude and its influence on brand attitude. Specifically, it proposes that the relationship will be mediated by brand credibility.,The conceptual model is tested by estimating a structural equation model with survey data from a sample of new automobile users (n=405).,The analysis reveals a full mediation of brand credibility; that is, brand credibility is an underlying mechanism through which the effect of brand experience on brand attitude materializes. In addition, contrary to the general expectation, there was no direct effect of brand experience on brand attitude.,This study enables a new perspective on how experiential marketing underpins a brand’s influence on certain aspects of consumer behaviour. By elucidating the mediating role of brand credibility, this study adds to the understanding of how brand experience shapes brand credibility, leading to favourable brand attitude.

Tahmid Nayeem

Papers

Brand experience and consumers’ willingness-to-pay (WTP) a price premium: Mediating role of brand credibility and perceived uniqueness

Cultural influences on consumer behaviour

Using digital and social media for health promotion: A social marketing approach for addressing co-morbid physical and mental health.

Decision-making Styles of Individualist and Collectivist Automobile Consumers in Australia

Brand experience and brand attitude: examining a credibility-based mechanism