---
_id: '4693'
abstract:
- lang: eng
  text: Deriving value from structured data is now commonplace. The value of unstructured
    textual data, however, remains mostly untapped and often unrecognized. This article
    describes the text analytics journeys of three organizations in the customer service
    management area. Based on their experiences, we provide four lessons that can
    guide other organizations as they embark on their text analytics journeys.
author:
- first_name: Oliver
  full_name: Müller, Oliver
  id: '72849'
  last_name: Müller
- first_name: S.
  full_name: Debortoli, S.
  last_name: Debortoli
- first_name: I.
  full_name: Junglas, I.
  last_name: Junglas
- first_name: J.
  full_name: vom Brocke, J.
  last_name: vom Brocke
citation:
  ama: Müller O, Debortoli S, Junglas I, vom Brocke J. Using text analytics to derive
    customer service management benefits from unstructured data. <i>MIS Quarterly
    Executive</i>. 2016;(4):243--258.
  apa: Müller, O., Debortoli, S., Junglas, I., &#38; vom Brocke, J. (2016). Using
    text analytics to derive customer service management benefits from unstructured
    data. <i>MIS Quarterly Executive</i>, <i>4</i>, 243--258.
  bibtex: '@article{Müller_Debortoli_Junglas_vom Brocke_2016, title={Using text analytics
    to derive customer service management benefits from unstructured data}, number={4},
    journal={MIS Quarterly Executive}, author={Müller, Oliver and Debortoli, S. and
    Junglas, I. and vom Brocke, J.}, year={2016}, pages={243--258} }'
  chicago: 'Müller, Oliver, S. Debortoli, I. Junglas, and J. vom Brocke. “Using Text
    Analytics to Derive Customer Service Management Benefits from Unstructured Data.”
    <i>MIS Quarterly Executive</i>, no. 4 (2016): 243--258.'
  ieee: O. Müller, S. Debortoli, I. Junglas, and J. vom Brocke, “Using text analytics
    to derive customer service management benefits from unstructured data,” <i>MIS
    Quarterly Executive</i>, no. 4, pp. 243--258, 2016.
  mla: Müller, Oliver, et al. “Using Text Analytics to Derive Customer Service Management
    Benefits from Unstructured Data.” <i>MIS Quarterly Executive</i>, no. 4, 2016,
    pp. 243--258.
  short: O. Müller, S. Debortoli, I. Junglas, J. vom Brocke, MIS Quarterly Executive
    (2016) 243--258.
date_created: 2018-10-12T08:30:16Z
date_updated: 2022-08-17T07:23:53Z
extern: '1'
issue: '4'
language:
- iso: eng
main_file_link:
- url: https://aisel.aisnet.org/misqe/vol15/iss4/4/
page: 243--258
publication: MIS Quarterly Executive
publication_identifier:
  issn:
  - '15401979'
status: public
title: Using text analytics to derive customer service management benefits from unstructured
  data
type: journal_article
user_id: '72849'
year: '2016'
...