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Modelling the Service Experience Encounters Using User-Generated Content: A Text Mining Approach.

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Summary
This summary is machine-generated.

Analyzing 791,804 tweets, this study identifies key factors impacting Indian tourism customer service experiences. Findings reveal significant regional differences in service expectations and satisfaction across India

Keywords:
Customer service experienceJugaadu service flexibilityMachine learningService scienceSocial mediaText miningTourism

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Area of Science:

  • Service Science
  • Tourism Management
  • Computational Social Science

Background:

  • Indian tourism has experienced significant growth, increasing interest from various stakeholders.
  • Customer service encounters profoundly influence tourism service consumption.
  • Measuring service experiences at the point of encounter presents challenges.

Purpose of the Study:

  • To identify factors influencing customer service experience in Indian tourism.
  • To analyze these factors using social media data.
  • To model service experiences across different Indian regions.

Main Methods:

  • Mining and analyzing 791,804 tweets related to Indian tourism service encounters.
  • Utilizing topic modeling, topic association mining, and sentiment analysis.
  • Applying inferential analysis to model factors across five Indian zones (North, South, East, West, North-East).

Main Results:

  • Identified key factors: accessibility, accommodation, assurance, cultural attraction, Jugaadu service flexibility, cleanliness, hospitality, price, restaurant, and security.
  • Demonstrated significant zone-wise variations in the importance and impact of these factors.
  • Highlighted the high location specificity of factors influencing customer service experience in Indian tourism.

Conclusions:

  • Customer service experiences in Indian tourism are shaped by a distinct set of factors.
  • The impact and importance of these factors exhibit considerable regional variation across India.
  • Findings offer valuable implications for both academic theory and practical strategies in tourism service management.