Benjamin Lucas is an Assistant Professor at Maastricht University, Netherlands, working at the School of Business and Economics, and a visiting researcher at Cambridge Service Alliance. Benjamin previously completed his PhD at the University of Newcastle, Australia, focusing on social media analytics, text mining and network analysis. His dissertation combined perspectives from consumer behaviour, psycholinguistics, data mining and information retrieval.
At Cambridge Service Alliance, Benjamin is working on text mining social media and other online data sources with the aim of helping managers to gain more insight into customer experience and how it can be improved. The outcomes of this research will have potential applications in many areas of the service economy, including financial services, retail, industrial services and public health.