skip to primary navigationskip to content

Cambridge Service Alliance

developing new understanding and approaches to complex service systems

Studying at Cambridge

What Should Marketers Read List for 2014

last modified Feb 16, 2015 12:49 PM
Paper on list of ‘what Should Marketers Read? Academic Trustees Offer Their Choice from 2014’ Marketing Science Institute

Alliance Researcher, Mohamed Zaki, was one of the co-authors of a paper recently selected by the Marketing Science Institute for their list of 'What Should Marketers Read?'. The Academic Trustees gave their selections on key papers for marketers, which includes Mohamed et al's paper on “Analyzing Customer Experience Feedback Using Text Mining: A Linguistics-Based Approach”. The paper was authored by Francisco Vaillarrel Ordones, Babis Theodoulidis, Jamie Burton, Thorsten Gruber, and Mohamad Zaki, and was published in the Journal of Service Research, in August 2014.  

Kay Lemon, Accenture Professor and chair of the Marketing Department at the Carroll School of Management at Boston College, comments on the paper as follows: 

"This article identifies an improved approach to analyzing customer feedback through text mining. This approach is customer experience focused, automating analysis of sentiment in customer feedback and evaluating specific components of the offering and value that customers specify as affecting and shaping their overall experiences.
Why is this important? Firms can use this approach to identify specific opportunities to improve or modify the product or service offering, or to develop new offerings. In addition, by analyzing customer feedback at different periods, firms can analyze the effects (on customer perceptions and experience) of changes in specific consumer touch points, and identify which customers are most influenced by these changes. Automated text mining also enables firms to analyze feedback quickly and, even more importantly, to respond to their customers quickly."

To download this paper please click here.

Filed under:

RSS Feed Latest news

High-Quality Prediction Intervals for Deep Learning: A Distribution-Free, Ensembled Approach

Feb 20, 2018

February Paper on High-Quality Prediction Intervals for Deep Learning: A Distribution-Free, Ensembled Approach by Tim Pearce, Mohamed Zaki, Alexandra Brintrup, Andy Neely

Webinar - Digital Business Transformation and Strategy

Feb 12, 2018

Webinar on 'Digital Business Transformation and Strategy: What do we know so far?' by Mariam Helmy Ismail Abdelaal

Wearable Sensor Technology and Business

Jan 25, 2018

Contextually Defined Postural Markers Reveal Who’s in Charge: Evidence from Small Teams Collected with Wearable Sensors by Julius Dietzel, R. Elena Francu, Benjamin Lucas, and Mohamed Zaki

Webinar - Big Data Analytics Architecture for Businesses

Jan 16, 2018

15 January 2018 - Big Data Analytics Architecture for Businesses - Open Source Perspective - Kerem Kayabay, Mert Golkalp, Mohamed Zaki

December Paper - Buyers Dependence and Financial Performance

Dec 14, 2017

December 2017 Paper by Ornella Benedettini and Andy Neely on 'Does buyers’ dependen­­ce translate into financial performance? An empirical analysis of manufacturer-service provider relationships­­'

View all news

Upcoming events

Ecosystems Strategy One Day Course

Feb 27, 2018

IfM, Cambridge

Shift to Services Executive Education Programme

May 09, 2018

IfM, Cambridge, UK

Upcoming events