Using text analytics to derive customer service management benefits from unstructured data

O. Müller, S. Debortoli, I. Junglas, J. vom Brocke, MIS Quarterly Executive (2016) 243--258.

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Abstract
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.
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MIS Quarterly Executive
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4
Page
243--258
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Müller O, Debortoli S, Junglas I, vom Brocke J. Using text analytics to derive customer service management benefits from unstructured data. MIS Quarterly Executive. 2016;(4):243--258.
Müller, O., Debortoli, S., Junglas, I., & vom Brocke, J. (2016). Using text analytics to derive customer service management benefits from unstructured data. MIS Quarterly Executive, (4), 243--258.
@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} }
Müller, Oliver, S. Debortoli, I. Junglas, and J. vom Brocke. “Using Text Analytics to Derive Customer Service Management Benefits from Unstructured Data.” MIS Quarterly Executive, no. 4 (2016): 243--258.
O. Müller, S. Debortoli, I. Junglas, and J. vom Brocke, “Using text analytics to derive customer service management benefits from unstructured data,” MIS Quarterly Executive, no. 4, pp. 243--258, 2016.
Müller, Oliver, et al. “Using Text Analytics to Derive Customer Service Management Benefits from Unstructured Data.” MIS Quarterly Executive, no. 4, 2016, pp. 243--258.

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