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This study addresses the gap in understanding text analytics within the service domain, focusing on new service development to provide insights into key research themes and trends in text analytics approaches to service development. It explores the benefits and challenges of implementing these approaches and identifies potential research opportunities for future service development. Importantly, this study offers insights to assist service providers to make data-driven decisions for developing new services and optimising existing ones.

This research introduces the hybrid thematic analysis with a systematic literature review (SLR-TA). It delves into the various aspects of text analytics in service development by analysing 124 research papers published from 2012 to 2023. This approach not only identifies key practical applications but also evaluates the benefits and difficulties of applying text analytics in this domain, thereby ensuring the reliability and validity of the findings.

The study highlights an increasing focus on text analytics within the service industry over the examined period. Using the SLR-TA approach, it identifies eight themes in previous studies and finds that “Service Quality” had the most research interest, comprising 42% of studies, while there was less emphasis on designing new services. The study categorises research into four types: Case, Concept, Tools and Implementation, with case studies comprising 68% of the total.

This study is groundbreaking in conducting a thorough and systematic analysis of a broad collection of articles. It provides a comprehensive view of text analytics approaches in the service sector, particularly in developing new services and service innovation. This study lays out distinct guidelines for future research and offers valuable insights to foster research recommendations.

This study develops and validates an innovative approach for extracting knowledge from online user reviews by integrating textual content and emojis. Recognizing the pivotal role emojis play in enhancing the expressiveness and emotional depth of digital communication, this study aims to address the significant gap in existing sentiment analysis models, which have largely overlooked the contribution of emojis in interpreting user preferences and sentiments. By constructing a comprehensive model that synergizes emotional and semantic information conveyed through emojis and text, this study seeks to provide a more nuanced understanding of user preferences, thereby enhancing the accuracy and depth of knowledge extraction from online reviews. The goal is to offer a robust framework that enables more effective and empathetic engagement with user-generated content on digital platforms, paving the way for improved service delivery, product development and customer satisfaction through informed insights into consumer behavior and sentiments.

This study uses a structured methodology to integrate and analyze text and emojis from online reviews for effective knowledge extraction, focusing on user preferences and sentiments. This methodology consists of four key stages. First, this study leverages high-frequency noun analysis to identify and extract product attributes mentioned in online user reviews. By focusing on nouns that appear frequently, the authors can systematically discern the primary features or aspects of products that users discuss, thereby providing a foundation for a more detailed sentiment and preference analysis. Second, a foundational sentiment dictionary is established that incorporates sentiment-bearing words, intensifiers and negation terms to analyze the textual part of the reviews. This dictionary is used to assign sentiment scores to phrases and sentences within reviews, allowing the quantification of textual sentiments based on the presence and combination of these predefined lexical items. Third, an emoticon sentiment dictionary is developed to address the emotional content conveyed through emojis. This dictionary categorizes emojis based on their associated sentiments, thus enabling the quantification of emotional expressions in reviews. The sentiment scores derived from the emojis are then integrated with those from the textual analysis. This integration considers the weights of text- and emoji-based emotions to compute a comprehensive attribute sentiment score that reflects a nuanced understanding of user sentiments and preferences. Finally, the authors conduct an empirical study to validate the effectiveness of the proposed methodology in mining user preferences from online reviews by applying the approach to a data set of online reviews and evaluating its ability to accurately identify product attributes and user sentiments. The validation process assessed the reliability and accuracy of the methodology in extracting meaningful insights from the complex interplay between text and emojis. This study offers a holistic and nuanced framework for knowledge extraction from online reviews, capturing both explicit and implicit sentiments expressed by users through text and emojis. By integrating these elements, this study seeks to provide a comprehensive understanding of user preferences, contributing to improved consumer insight and strategic decision-making for businesses and researchers.

The application of the proposed methodology for integrating emojis with text in online reviews yields significant findings that underscore the feasibility and value of extracting realistic user knowledge to gain insights from user-generated content. The analysis successfully captured consumer preferences, which are instrumental in informing service decisions and driving innovation. This achievement is largely attributed to the development and utilization of a comprehensive emotion-sentiment dictionary tailored to interpret the complex interplay between textual and emoji-based expressions in online reviews. By implementing a sentiment calculation model that intricately combines textual sentiment analysis with emoji sentiment analysis, this study was able to accurately determine the final attribute emotion for various product features discussed in the reviews. This model effectively characterized the emotional knowledge of online users and provided a nuanced understanding of their sentiments and preferences. The emotional knowledge extracted is not only quantifiable but also rich in context, offering deeper insights into consumer behavior and attitudes. Furthermore, a case analysis is conducted to rigorously test the validity of the proposed model in a real-world scenario. This practical examination revealed that the model is not only capable of accurately extracting and analyzing user preferences but is also adaptable to different contexts and product categories. The case analysis highlights the robustness and flexibility of the model, demonstrating its potential to enhance the precision of knowledge extraction processes significantly. Overall, the results confirm the effectiveness of the proposed approach in integrating text and emojis for comprehensive knowledge extraction from online reviews. The findings validate the model’s capability to offer actionable insights into consumer preferences, thereby supporting more informed and strategic decision-making by businesses. This study contributes to the broader field of sentiment analysis by showcasing the untapped potential of emojis as valuable indicators of user sentiments, opening new avenues for research and applications in digital marketing and consumer behavior analysis.

This study introduces a pioneering approach to extract knowledge from Web user interactions, notably through the integration of online reviews that incorporate both textual content and emoticons. This innovative methodology stands out because it holistically considers the dual channels of communication, text and emojis, to comprehensively mine Web user preferences. The key contribution of this study lies in its novel insights into the extraction of consumer preferences, advancing beyond traditional text-based analysis to embrace nuanced expressions conveyed through emoticons. The originality of this study is underpinned by its acknowledgment of emoticons as a significant and untapped source of sentiment and preference indicators in online reviews. By effectively merging emoticon analysis and emoji emotion scoring with textual sentiment analysis, this study enriches the understanding of Web user preferences and enhances the accuracy and depth of consumer preference insights. This dual-analysis approach represents a significant leap forward in sentiment analysis, setting a new standard for how digital communication can be leveraged to derive meaningful insights into consumer behavior. Furthermore, the results have practical implications to businesses and marketers. The insights gained from this integrated analytical approach offer a more granular and emotionally nuanced view of customer feedback, which can inform more effective marketing strategies, product development and customer service practices. By pioneering this comprehensive method of knowledge extraction, this study paves the way for future research and practice to interpret and respond more accurately to the complex landscape of online consumer expressions. This study’s originality and value lie in its innovative method of capturing and analyzing the rich tapestry of Web user communication, offering a ground-breaking perspective on consumer preference extraction that promises to enhance both academic research and practical applications in the digital era.

A growing body of research outlines how to best facilitate and ensure methodological rigor when using dictionary-based computerized text analyses (DBCTA) in organizational research. However, these best practices are currently scattered across several methodological and empirical manuscripts, making it difficult for scholars new to the technique to implement DBCTA in their own research. To better equip researchers looking to leverage this technique, this methodological report consolidates current best practices for applying DBCTA into a single, practical guide. In doing so, we provide direction regarding how to make key design decisions and identify valuable resources to help researchers from the beginning of the research process through final publication. Consequently, we advance DBCTA methods research by providing a one-stop reference for novices and experts alike concerning current best practices and available resources.

Sentiment analysis is a text analysis method that is developed for systematically detecting, identifying, or extracting the emotional intent of words to infer if the text expresses a positive or negative tone. Although this novel method has opened an exciting new avenue for organizational research – mainly due to the abundantly available text data in organizations and the well-developed sentiment analysis techniques, it has also posed a serious challenge to many organizational researchers. This chapter aims to introduce the sentiment analysis method in the text mining area to the organizational research community. In this chapter, the authors first briefly discuss the central role of sentiment in organizational research and then introduce the traditional and modern approaches to sentiment analysis. The authors further delineate research paradigms for text analysis research, advocating the iterative research paradigm (cf., inductive and deductive research paradigms) that is more suitable for text mining research, and also introduce the analytical procedures for sentiment analysis with three stages – discovery, measurement, and inference. More importantly, the authors highlight both the dictionary-based and machine learning (ML) approaches in the measurement stage, with special coverage on deep learning and word embedding techniques as the latest breakthroughs in sentiment and text analyses. Lastly, the authors provide two illustrative examples to demonstrate the applications of sentiment analysis in organizational research. It is the authors’ hope that this chapter – by providing these practical guidelines – will help facilitate more applications of this novel method in organizational research in the future.

This paper aims to use text mining methods to explore the similarities and differences between countries’ national digital transformation (DT) and Industry 4.0 (I4.0) policies. The study examines the applicability of text mining as an alternative for comprehensive clustering of national I4.0 and DT strategies, encouraging policy researchers toward data science that can offer rapid policy analysis and benchmarking.

With an exploratory research approach, topic modeling, principal component analysis and unsupervised machine learning algorithms (k-means and hierarchical clustering) are used for clustering national I4.0 and DT strategies. This paper uses a corpus of policy documents and related scientific publications from several countries and integrate their science and technology performance. The paper also presents the positioning of Türkiye’s I4.0 and DT national policy as a case from a developing country context.

Text mining provides meaningful clustering results on similarities and differences between countries regarding their national I4.0 and DT policies, aligned with their geographic, economic and political circumstances. Findings also shed light on the DT strategic landscape and the key themes spanning various policy dimensions. Drawing from the Turkish case, political options are discussed in the context of developing (follower) countries’ I4.0 and DT.

The paper reveals meaningful clustering results on similarities and differences between countries regarding their national I4.0 and DT policies, reflecting political proximities aligned with their geographic, economic and political circumstances. This can help policymakers to comparatively understand national DT and I4.0 policies and use this knowledge to reflect collaborative and competitive measures to their policies.

This paper provides a unique combined methodology for text mining-based policy analysis in the DT context, which has not been adopted. In an era where computational social science and machine learning have gained importance and adaptability to political and social science fields, and in the technology and innovation management discipline, clustering applications showed similar and different policy patterns in a timely and unbiased manner.

The purpose of this paper is to understand the needs of humanists with respect to information and communication technology (ICT) in order to prescribe the design of an e‐humanist's workbench.

A web‐based survey comprising over 60 questions gathered the following data from 169 humanists: profile of the humanist, use of ICT in teaching, e‐texts, text analysis tools, access to and use of primary and secondary sources, and use of collaboration and communication tools.

Humanists conduct varied forms of research and use multiple techniques. They rely on the availability of inexpensive, quality‐controlled e‐texts for their research. The existence of primary sources in digital form influences the type of research conducted. They are unaware of existing tools for conducting text analyses, but expressed a need for better tools. Search engines have replaced the library catalogue as the key access tool for sources. Research continues to be solitary with little collaboration among scholars.

The results are based on a self‐selected sample of humanists who responded to a web‐based survey. Future research needs to examine the work of the scholar at a more detailed level, preferably through observation and/or interviewing.

The findings support a five‐part framework that could serve as the basis for the design of an e‐humanist's workbench.

The paper examines the needs of the humanist, founded on an integration of information science research and humanities computing for a more comprehensive understanding of the humanist at work.

The purpose of this paper is to elaborate on John B. Thompson's “tripartite approach” for the analysis of mass media communication, highlighting how this methodological framework can help address some of the shortcomings apparent in extant studies on accounting which purport to analyse accounting “texts”.

By way of example, the paper develops a critique of an existing study in accounting that adopts a “textually‐oriented” approach to discourse analysis by Gallhofer, Haslam and Roper. This study, which is informed by Fairclough's version of critical discourse analysis (CDA), undertakes an analysis of the letters of submission of two business lobby groups regarding proposed takeovers legislation in New Zealand. A two‐stage strategy is developed: first, to review the extant literature which is critical of CDA, and second, to consider whether these criticisms apply to Gallhofer et al. Whilst acknowledging that Gallhofer et al.'s (2001) study is perhaps one of the more comprehensive in the accounting literature, the critique developed in the present paper nevertheless highlights a number of limitations. Based upon this critique, an alternative framework is proposed which allows for a more comprehensive analysis of accounting texts.

The critique of Gallhofer et al.'s study highlights what is arguably an overemphasis on the internal characteristics of text: this is referred to by Thompson as the “fallacy of internalism”. In other words, Gallhofer et al. draw inferences regarding the production of the letters of submission from the texts themselves, and make implicit assumptions about the likely effects of these texts without undertaking any formal analysis of their production or reception, or without paying sufficient attention to the social and historical context of their production or reception.

Drawing on Thompson's theory of mass communication and his explication of the hermeneutical conditions of social‐historical enquiry, the paper outlines a range of theoretical considerations which are pertinent to researchers interested in studying accounting texts. Moreover, building on these theoretical considerations, the paper delineates a coherent and flexible methodological framework, which, it is hoped, may guide accounting researchers in this area.

This literature review is on advanced computer analytics, which is a major trend in the field of Human Resource Management (HRM). The authors focus specifically on computer-assisted text analysis (CATA) because text data are a prevalent yet vastly underutilized data source in organizations. The authors gathered 341 articles that use, review, or promote CATA in the management literature. This review complements existing reviews in several ways including an emphasis on CATA in the management literature, a description of the types of software and their advantages, and a unique emphasis on findings in employment. This examination of CATA relative to employment is based on 66 studies (of the 341) that bear on measuring constructs potentially relevant to hiring decisions. The authors also briefly consider the broader machine learning literature using CATA outside management (e.g., data science) to derive relevant insights for management scholars. Finally, the authors discuss the main challenges when using CATA for employment, and provide recommendations on how to manage such challenges. In all, the authors hope to demystify and encourage the use of CATA in HRM scholarship.

This study aims to develop a hierarchical topic analysis tool (HTAT) based on hierarchical Latent Dirichelet allocation (hLDA) to support digital humanities research that is associated with the need of topic exploration on the Digital Humanities Platform for Mr. Lo Chia-Lun’s Writings (DHP-LCLW). HTAT can assist humanities scholars on distant reading with analysis of hierarchical text topics, through classifying time-stamped texts into multiple historical eras, conducting hierarchical topic modeling (HTM) according to the texts from different eras and presenting through visualization. The comparative network diagram is another function provided to assist humanities scholars in comparing the difference in the topics they wish to explore and to track how the concept of a topic changes over time from a particular perspective. In addition, HTAT can also provide humanities scholars with the feature to view source texts, thus having high potential to be applied in promoting the effectiveness of topic exploration due to simultaneously integrating both the topic exploration functions of distant reading and close reading.

This study adopts a counterbalanced experimental design to examine whether there is significant differences in the effectiveness of topic inquiry, the number of relevant topics inquired and the time spent on them when research participants were alternately conducting text exploration using DHP-LCLW with HTAT or DHP-LCLW with Single-layer Topic Analysis Tool (SLTAT). A technology acceptance questionnaire and semi-structured interviews were also conducted to understand the research participants' perception and feelings toward using the two different tools to assist topic inquiry.

The experimental results show that DHP-LCLW with HTAT could better assist the research participants, in comparison with DHP-LCLW with SLTAT, to grasp the topic context of the texts from two particular perspectives assigned by this study within a short period. In addition, the results of the interviews revealed that DHP-LCLW with HTAT, in comparison with SLTAT, was able to provide a topic terms that better met research participnats' expectations and needs, and effectively guided them to the corresponding texts for close reading. In the analysis of technology acceptance and interview data, it can be found that the research participants have a high and positive tendency toward using DHP-LCLW with HTAT to assist topic inquiry.

The Jieba Chinese word segmentation system was used in the Mr. Lo Chia-Lun’s Writings Database in this study, to perform word segmentation on Mr. Lo Chia-Lun’s writing texts for topic modeling based on hLDA. Since Jieba word segmentation system is a lexicon based word segmentation system, it cannot identify new words that have still not been collected in the lexicon well. In this case, the correctness of word segmentation on the target texts will affect the results of hLDA topic modeling, and the effectiveness of HTAT in assisting humanities scholars for topic inquiry.

An HTAT was developed to support digital humanities research in this study. With HTAT, DHP-LCLW provides hmanities scholars with topic clues from different hierarchical perspectives for textual exploration, and with temporal and comparative network diagrams to assist humanities scholars in tracking the evolution of the topics of specific perspectives over time, to gain a more comprehensive understanding of the overall context of the texts.

In recent years, topic analysis technology that can automatically extract key topic information from a large amount of texts has been developed rapidly, but the topics generated from traditional topic analysis models like LDA (Latent Dirichelet allocation) make it difficult for users to understand the differences in the topics of texts with different hierarchical levels. Thus, this study proposes HTAT which uses hLDA to build a hierarchical topic tree with a tree-like structure without the need to define the number of topics in advance, enabling humanities scholars to quickly grasp the concept of textual topics and use different hierarchical perspectives for further textual exploration. At the same time, it also provides a combination function of temporal division and comparative network diagram to assist humanities scholars in exploring topics and their changes in different eras, which helps them discover more useful research clues or findings.

In a context where human–machine interaction is growing, understanding the limits between automated and human-based methods may leverage qualitative research. This paper aims to compare human and machine analyses, highlighting the challenges and opportunities of both approaches.

This study applied qualitative secondary analysis (QSA) with machine learning-based text mining on qualitative data from 25 interviews previously analyzed with traditional qualitative content analysis.

By analyzing both techniques' strengths and weaknesses, this study complements the results from the original research work. The previous human model failed to point to a particular aspect of the case, while the machine analysis did not recognize the sequence of time in the interviewee's discourse.

This study demonstrates that combining content analysis with text mining techniques improves the quality of the research output. Researchers may, therefore, better handle biases from humans and machines in traditional qualitative and quantitative research.