Innovative service recovery of customers by food aggregators using sentiment analysis Article Swipe
S. K. Chauhan
,
Yogesh Upadhyay
,
Swarnika Singh -
·
YOU?
·
· 2021
· Open Access
·
· DOI: https://doi.org/10.1088/1757-899x/1116/1/012199
YOU?
·
· 2021
· Open Access
·
· DOI: https://doi.org/10.1088/1757-899x/1116/1/012199
In the global era, technology plays a vital role in determining the strong market position for the modern-day organizations. Food aggregators make efforts to identify the reasons for service failure in case of customers not in direct communication with them. The ascending online food ordering market has augmented the involvement of peers’ day-to-day interaction on social media resources. Food ordering brands like Swiggy, Food panda, Zomato who have garnered quite a reputation by tapping their audience online via enticing them with the idea of getting quality restaurant meals right at their doorstep with just a click are slowly being victimised by their web of problems. Online marketing had made daily food ordering easy for the users but, the excessive demand of orders at a time can lead to delay in deliveries, loss in quality etc. henceforth, targeting brand’s esteem and loss of valuable consumers. These food ordering websites collaborate with a wide network of restaurants/hotels in a city and provide quick delivery of food products to their customers using aggregator business model. They act as middlemen who deliver the food from restaurants to user’s home maintaining a brands name. The current study focuses on tracking the sentiments of the customers through which these brands can identify the issues which leads to unsatisfactory responses or reviews on various online and social sites. Further study pave ways for innovative service recovery mechanism to frame a sustainable business practice for gaining competitive advantage. In this study, sentiment analysis tools like IBM Watson, social mention and tone analysers were used to observe the reactions of customers and used disruptive technology to analyse how brands could improve their service recovery behaviour to secure and reach more customers by figuring out the reasons of service failure.
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Metadata
- Type
- article
- Language
- en
- Landing Page
- https://doi.org/10.1088/1757-899x/1116/1/012199
- OA Status
- diamond
- Cited By
- 3
- References
- 15
- Related Works
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- OpenAlex ID
- https://openalex.org/W3165141276
All OpenAlex metadata
Raw OpenAlex JSON
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https://openalex.org/W3165141276Canonical identifier for this work in OpenAlex
- DOI
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https://doi.org/10.1088/1757-899x/1116/1/012199Digital Object Identifier
- Title
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Innovative service recovery of customers by food aggregators using sentiment analysisWork title
- Type
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articleOpenAlex work type
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enPrimary language
- Publication year
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2021Year of publication
- Publication date
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2021-04-01Full publication date if available
- Authors
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S. K. Chauhan, Yogesh Upadhyay, Swarnika Singh -List of authors in order
- Landing page
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https://doi.org/10.1088/1757-899x/1116/1/012199Publisher landing page
- Open access
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YesWhether a free full text is available
- OA status
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diamondOpen access status per OpenAlex
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https://doi.org/10.1088/1757-899x/1116/1/012199Direct OA link when available
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News aggregator, Business, Marketing, Reputation, Social media, Quality (philosophy), Service (business), Last mile (transportation), Advertising, Computer science, World Wide Web, Philosophy, Social science, Physics, Epistemology, Sociology, Mile, AstronomyTop concepts (fields/topics) attached by OpenAlex
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3Total citation count in OpenAlex
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2025: 1, 2023: 1, 2022: 1Per-year citation counts (last 5 years)
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10Other works algorithmically related by OpenAlex
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| corresponding_author_ids | https://openalex.org/A5103009208 |
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| corresponding_institution_ids | https://openalex.org/I102471911, https://openalex.org/I82571370 |
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