Relevant bibliographies by topics / Online customer insight

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Online customer insight'

Author: Grafiati
Published: 3 June 2025
Last updated: 31 July 2025

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Journal articles on the topic "Online customer insight"

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M.Meganathan and M.Magheswari. "Consumer Insight towards Electronic Shopping in Paramakudi Taluk of Ramanathapuram District in Tamil Nadu." Shanlax International Journal of Management 6, S1 (2018): 1–5. https://doi.org/10.5281/zenodo.1461245.

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In  the  last  few  decades  internet  has  revolutionized  the  lives  of  millions  of  users with its immense applications. With the growing proclivity and economic growth online shopping has increased drastically. The world of electronic commerce, also known as e-commerce, enables consumers to shop at online stores and pay for their purchases being contented at home. By just clicking a mouse, shoppers can buy any product online. Now a day, online shopping has become popular among people, they  have  become  tec
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Haddadi, Mehran, and Vera A. Rebiazina. "Customer satisfaction factors in online retail: Online review analysis." Vestnik of Saint Petersburg University. Management 22, no. 1 (2023): 3–22. http://dx.doi.org/10.21638/11701/spbu08.2023.101.

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This paper aims to analyze online customers’ reviews and gain insight into customer satisfaction factors drawn from a big user-generated content of US online retailers. This user-generated content has become more insightful, especially in the CO VID-19 era as the result of a rapid increase in online shopping. This study uses a big textual data of 5 340 786 online reviews which was collected from the platform bizratesurvey.com. The study focuses on individual customers’ reviews of 839 US online retailers. Word frequency analysis and latent dirichlet allocation methods were used to process the d
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Medenica Mitrović, Dijana, and Milica Raičević. "Concept of Online Customers Experience in Digital Banking." Mednarodno inovativno poslovanje = Journal of Innovative Business and Management 12, no. 2 (2020): 79–86. http://dx.doi.org/10.32015/jibm.2020.12.2.8.79-86.

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Banking operations are increasingly moving from traditional to digital. Special attention of the paper is drawn to the concept of online customer experience. Montenegrin banking sector and customers are not lagging behind the world trends, so the focus of the practical part of research is, through a specially designed questionnaire, online customer experiences, in the opinion of the customers of the bank is ready to provide excellence in the online environment. The aim of this paper is to gain insight into the basic concepts of online customer experiences, which models are used, what are the c
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Luo, Nuan, Yu Wang, Chunhua Jin, Yuan Ni, and Mingli Zhang. "Effects of socialization interactions on customer engagement in online travel communities." Internet Research 29, no. 6 (2019): 1509–25. http://dx.doi.org/10.1108/intr-08-2018-0354.

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Purpose Travel companies are increasingly hosting online communities to extend their initiatives of customer relationship management and gain additional insight into their business. While the benefits to companies from hosting online communities are clear, another closely related issue has not been given comparative attention: Why do customers engage voluntarily in online travel communities? The purpose of this paper is to answer the question by developing and testing a conceptual model that exploring the influence of socialization interactions on customer engagement with the community. Design
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Satria, Muhammad Hanif, Reza Christian Saragi, Tegar Putra Adi Perdana, and Dani F. Brilianti. "Community Satisfaction with Online Transportation in Tegal." Journal of Scientific Research, Education, and Technology (JSRET) 3, no. 4 (2024): 1622–33. https://doi.org/10.58526/jsret.v3i4.551.

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This research aims to increase the level of online transportation customer satisfaction in Tegal, a large city in Indonesia. To achieve this, this research investigates the factors that influence online transportation customer satisfaction. This research uses mixed methods with interview and questionnaire data collection techniques. Valid data test results and research findings show that overall, online transportation users from the people of Tegal City are happy with the services they receive. The things that make customers happy are service quality, service accessibility and availability, an
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Bhootra, Pragya. "Unveiling Key Drivers of Customer Satisfaction in Women’s Clothing: A Topic Modeling Analysis of Online Reviews." International Journal of Engineering and Information Management 1, no. 2 (2025): 1–18. https://doi.org/10.52756/ijeim.2025.v01.i02.001.

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This study explores customer reviews of women’s clothing to find out the factors influencing customer satisfaction using STM. The model provides a deep-level insight which can be used at the industry level. By analyzing textual data, we identified key themes such as fit, comfort, material quality, and design preferences, which significantly influence consumer perceptions and buying decisions. The STM model was trained with five topics, and insights were drawn by analyzing the most probable words, FREX terms, and lift scores for each topic. Visualizations, including coherence scores and topic p
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Choi, Chung, and Young. "Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China." Sustainability 11, no. 20 (2019): 5626. http://dx.doi.org/10.3390/su11205626.

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This study examines the impact of the quality of online shopping logistics services on customer satisfaction and in driving subsequent repeat purchasing behavior. Five hypotheses are established to represent the relationships between customer satisfaction and each factor of logistics services: quality of information, quality of order, quality of delivery, price of delivery, and customer service. The research includes surveys conducted over two months from 1 December, 2016, to 31 January, 2017, targeting mostly young Chinese customers with experience purchasing products online, thus representin
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Raghuram, R., and Janakiraman Moorthy. "AUTOMATE EMPATHY: FIVE STEPS TO TURN ONLINE CUSTOMER RAGE INTO RAVE." Management Practice Insights 1, no. 2 (2023): 46–51. http://dx.doi.org/10.59571/mpi.v1i2.5.

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Problem of practice: The customer rage survey 2023 reports 74% of customers experienced problems with products or services last year, more than double of the figure in 1976.1 Even more alarming is the statistic that 63% of customers who experienced a product failure reported feeling rage, which leads to an increase in aggressive behavior during problem resolution. Dissatisfied customers are not silent sufferers – 79% make an effort to voice their complaints. The impact of vocal customer dissatisfaction has only multiplied, thanks to the deep penetration of smartphones and social media platform
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M, Likhitha. "Customer Satisfaction: An Insight Towards E-Commerce." International Journal for Research in Applied Science and Engineering Technology 10, no. 9 (2022): 695–98. http://dx.doi.org/10.22214/ijraset.2022.46711.

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Today the world is becoming digital in every part. The internet-services are charming with ‘popularity’ (fame) and the vital facet for the communication growth technologies are creating (making) a very fast improvement. Every year National Technology Day is celebrated on May 11 and this year theme is 'An Integrated Approach to Science and Technology for a Sustainable Future'. As Technology is substituting the phase of traditional methods of buying and selling in terms of online ecommerce. Now-a-days folks choose to purchase or shop the products (goods) by just 1 click (one single click), by vi
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Jain, Dr Rajesh. "Customer Satisfaction towards Online Shopping with reference to Ujjain City." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 05 (2024): 1–5. http://dx.doi.org/10.55041/ijsrem33294.

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A fundamental understanding of factors causing customer satisfaction in online shopping has gained greater prominence with companies replacing their traditional retail outlets with the online interface. Online retailing helps retailers to serve their customers quickly and more efficiently by delivering superior customer value. It is in this regard a fundamental understanding of factors causing customer satisfaction in online shopping has attained greater prominence. The paper aims to apply the modified SERVQUAL model in the context of online shopping to describe how customers perceive online s
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Dissertations / Theses on the topic "Online customer insight"

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Elfving, Matilda. "Exploring the Experience of Branded Mobile Apps within Direct Selling : Insights from Sales Representatives’ Perspective." Thesis, Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-64282.

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Technology is becoming more central to people’s lives than ever before, and the most widely embraced technological device on the consumer market are mobile phones. This creates an ever-increasing market place for mobile apps, which during 2016 had revenues amounted to 88.3 billion U.S. dollars. The number is expected to increase, and together is estimated to generate 188.9 billion U.S. dollars in revenues 2020. One of the industries affected by this strong online presence is direct selling, where branded mobile apps have started to be used as a sales tool for sales representatives. The apps ai
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Coelho, Catarina Gonzaga. "Maping customer experience tips: insights from online museum reviews." Master's thesis, 2021. http://hdl.handle.net/10400.1/17439.

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To understand the main attributes with impact on museum’s visitors’ experience, this study analyses the e-WOM communication in the form of the reviews shared by customers on TripAdvisor. A qualitative and exploratory approach was applied through a thematic content analysis on 1403 reviews from five Portuguese museums with a presence on that online platform. The results revealed the attributes and sub-attributes with more impact on the visitor’s experience. Exhibition’s Quality and Ambient Conditions greatly influence the reviewers, and Staff Behaviour and Signs & Signage are the attributes wit
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Books on the topic "Online customer insight"

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Oberhofer, Martin, Ivan Milman, Eberhard Hechler, Dan Wolfson, and Scott Schumacher. Beyond Big Data: Using Social MDM to Drive Deep Customer Insight. Prentice Hall PTR, 2015.

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Karake-Shalhoub, Zeinab. Trust and Loyalty in Electronic Commerce. Greenwood Publishing Group, Inc., 2002. http://dx.doi.org/10.5040/9798216027775.

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Karake-Shalhoub uses agency theory to ground her empirical analysis of more than 100 e-commerce firms in this highly readable examination of trust in e-commerce relational exchanges. She identifies several trust-building measures, including privacy statements, the existence of a chief privacy officer, and a trusted third-party seal of approval; companies are then evaluated based on an index of those trust builders. She demonstrates that there is a positive relationship between management ownership and trust, and that managers who fail to protect the interests of their stockholders-as well as t
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Wise, Luan. Smart Social Media. Bloomsbury Publishing Plc, 2024. https://doi.org/10.5040/9781399416368.

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You might be using ‘social media’ everyday, but are you maximizing its potential to best benefit your business? Understanding the implications of using social media strategically to enhance and complement marketing initiatives at work is crucial to unlocking your business’s growth, and Luan Wise is here to help. Written by a recognized trainer for both LinkedIn and Meta,Smart Social Mediais grounded in the insights gained from hands-on consultancy work, plus hours of personal research, observations, and in-depth reviews of the platforms themselves. Both practical and informative,Smart Social M
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Nollkaemper, André, August Reinisch, Ralph Janik, and Florentina Simlinger, eds. International Law in Domestic Courts. Oxford University Press, 2018. http://dx.doi.org/10.1093/law/9780198739746.001.0001.

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Abstract The Oxford ILDC online database, an online collection of domestic court decisions which apply international law, has been providing scholars with insights for many years. This casebook introduces key court decisions with brief introductory and connecting texts. An ideal text for practitioners, judges, and government officials, as well as for students of international law courses, the casebook explains the theories and doctrines underlying the use by domestic courts of international law and illustrates the key importance of domestic courts in the development of international law. It co
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Jones, Angela. Camming. NYU Press, 2020. http://dx.doi.org/10.18574/nyu/9781479842964.001.0001.

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Camming is based on a five-year mixed-methods study of the erotic webcam industry, and tells a pornographic story about the multibillion-dollar online sex industry colloquially called “camming.” Through camming, millions of people from all over the globe have found decent wages, friendship, intimacy, community, empowerment, and pleasure. This deeply rich book is filled with the stories of a diverse sample of cam models from around the world. This book is not a utopian tale. Cam models, like all sex workers, must grapple with exploitation, discrimination, harassment, and stigmatization. Using a
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Book chapters on the topic "Online customer insight"

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Vijaya Kumar, R., and T. K. Sateesh Kumar. "Leniency Factors: An Insight into the Online Customer Return Behaviour." In Studies in Systems, Decision and Control. Springer Nature Switzerland, 2024. http://dx.doi.org/10.1007/978-3-031-48479-7_14.

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Ghimire, Bachan, Ze Shi Li, and Daniela Damian. "Understanding User Feedback in Software Ecosystems: A Study on Challenges and Mitigation Strategies." In Lecture Notes in Business Information Processing. Springer Nature Switzerland, 2024. http://dx.doi.org/10.1007/978-3-031-53227-6_10.

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AbstractOnline user feedback has become an essential mechanism for software organizations to gain insight into user concerns and to recognize areas for improvement. In software platform ecosystems, staying abreast of user feedback is particularly challenging due to the multitude of feedback channels and the complex interplay with third party applications. In this paper we report from a mixed-method study of user feedback from over 40,000 relevant reviews from 139 SECO platforms out of 2.4 million online user reviews scraped from 283 retrieved SECO platforms. Through thematic analysis and machi
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Vredenburg, Jessica, Simon J. Bell, and Evan Polman. "Employee-to-Customer Improvisation: A Value Creation Strategy for Navigating the Contemporary Consumption Experience." In The Future of Consumption. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-33246-3_21.

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AbstractThe potential contribution that employees can make to retail firms is changing as retailing is increasingly embracing online and digital capabilities. Retailers are tasked with the role of supplementing their primary commercial role by providing unique experiences. Existing theories in service management, for example, job autonomy and service scripting, can only provide part of the solution to the inevitable variability that emerges as employees work with customers to proactively create moments of delight and reactively recover from service failures. The importance of customer service
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Rodríguez-Ardura, Inma, Francisco J. Martínez-López, Juan C. Gázquez-Abad, and Gisela Ammetller. "A Review of Online Consumer Behaviour Research: Main Themes and Insights." In The Customer is NOT Always Right? Marketing Orientationsin a Dynamic Business World. Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-50008-9_161.

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Ozuem, Wilson, and Michelle Willis. "Online Brand Communities, Customer Participation and Loyalty in the Luxury Fashion Industry: Strategic Insights." In The Art of Digital Marketing for Fashion and Luxury Brands. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-70324-0_5.

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Urbonavicius, Sigitas, Mindaugas Degutis, Ignas Zimaitis, Vaida Kaduskeviciute, and Vatroslav Skare. "Three Steps Towards the Deeper Insights into Willingness to Disclose Personal Data in Online Shopping: An Abstract." In Optimistic Marketing in Challenging Times: Serving Ever-Shifting Customer Needs. Springer Nature Switzerland, 2023. http://dx.doi.org/10.1007/978-3-031-24687-6_62.

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Arman, Molood, Hassan Hajipoor, and Babak Sohrabi. "Study of the Automatic Evaluation of Website Quality from Customer Insight." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8586-4.ch010.

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Effectiveness of websites is largely dependent on the quality of the website. The biggest share of the quality`s new concept is that the technical aspects of products and services combines with customers usage and understanding. Therefore websites evaluation based on the maximum usage and perception of the customers is considered an important issue to announce to the related organizations the success of website from customers' views. This customer relationship need a kind of management that first step of that for future decision needs knowledge about the websites features, customer insight and
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Ehmann Powers, Christa. "Online Tutoring." In Cases on Online Tutoring, Mentoring, and Educational Services. IGI Global, 2010. http://dx.doi.org/10.4018/978-1-60566-876-5.ch011.

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This chapter presents a detailed case study of a leading United States-based online learning center, Smarthinking, Inc. Conducting business in an entirely online setting, Smarthinking provides asynchronous and synchronous online tutoring for several general education courses and degree-specific courses, supporting students enrolled in secondary and post-secondary education 24 hours a day, seven days a week throughout the calendar year. Smarthinking employs hundreds of professional educators from around the globe. With an operational infrastructure similar to that of a call center, Smarthinking
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Markellou, Penelope, Maria Rigou, and Spiros Sirmakessis. "An Online Consumer Purchase Decision Cycle." In Advances in Electronic Marketing. IGI Global, 2005. http://dx.doi.org/10.4018/978-1-59140-321-0.ch016.

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This chapter presents the overall consumer purchase decision cycle and investigates the issues that affect Web users from e-shop selection to product delivery and final assessment of the shopping experience. This process has been divided into three successive stages: outside the e-shop, inside the e-shop, and after sales. Each stage is analyzed on the basis of customer states and transition conditions, while special focus is set on abandonment factors. The chapter aims to provide a thorough insight to e-shop features that ensure customer satisfaction and those that may result in further enhanc
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Akbıyık, Adem, and Naciye Güliz Uğur. "Fundamentals of Electronic Word of Mouth." In Exploring the Power of Electronic Word-of-Mouth in the Services Industry. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-5225-8575-6.ch001.

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The assistance of advancing information technology leads consumers to freely share their experiences and positive or negative opinions on consumer-generated media (CGM) platforms, including various forms of online communications such as customer review sites, blogs, social network sites, and discussion forums. This new electronic form of traditional word of mouth (e-WOM) is becoming increasingly powerful for its creation and worldwide propagation of consumer comments. Such comments are valued as trustworthy by potential customers. This chapter adopts a descriptive approach to present fundament
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Conference papers on the topic "Online customer insight"

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Ozola, Inta, Una Libkovska, and Sandra Indriksone. "THE ROLE OF SEARCH ENGINE OPTIMISATION IN CUSTOMER DECISION MAKING IN DIGITAL MARKETING FOR SUSTAINABLE DEVELOPMENT." In 24th SGEM International Multidisciplinary Scientific GeoConference 2024. STEF92 Technology, 2024. https://doi.org/10.5593/sgem2024/5.1/s21.83.

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Search engine optimisation as a separate concept has not been researched extensively compared to other digital marketing tools in Latvia. The aim of this study is to analyse the decision-making process of custumers in the choice of services placed on the internet market for sustainable development. The study is planned to be carried out in five phases, analysing and structuring the offer of companies in different sectors and the choices made by consumers on websites. This article summarises data from the first phase of the study, which analysed companies in the tourism sector. The data reflect
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Catherine, N. Reena, Ragul R, Deepika M, Pradeepkumar R, and Shyam Prasanth A. "Machine Learning Insights for Predicting Customer Behavior in Online Retail." In 2024 International Conference on Innovative Computing, Intelligent Communication and Smart Electrical Systems (ICSES). IEEE, 2024. https://doi.org/10.1109/icses63760.2024.10910867.

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Patibandla, Kiran Kumar, Rajesh Daruvuri, and Pravallika Mannem. "Enhancing Online Retail Insights: K-Means Clustering and PCA for Customer Segmentation." In 2025 3rd International Conference on Advancement in Computation & Computer Technologies (InCACCT). IEEE, 2025. https://doi.org/10.1109/incacct65424.2025.11011448.

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Marković, Suzana, Jelena Dorčić, Dora Rašan, Bruna Bucić, and Marko Blažić. "CONTENT ANALYSIS OF MICHELIN RESTAURANTS ONLINE REVIEWS IN CROATIA." In 5th International Scientific Conference – EMAN 2021 – Economics and Management: How to Cope With Disrupted Times. Association of Economists and Managers of the Balkans, Belgrade, Serbia, 2021. http://dx.doi.org/10.31410/eman.2021.381.

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The Michelin Guide is considered by many to be the hallmark of global fine dining and quality cuisine. For five years now, renowned and selected Croatian restaurants have been included in the worldwide Michelin Guide. In the latest edition of Michelin Guide, seventy Croatian restaurants were included. Nowadays, to find the ideal restaurant, diners are increasingly using TripAdvisor and reviews on social media. Online reviews are a great source for capturing unique customer experiences. The purpose of this study is to gain insight into the components of restaurant guest experiences. The most re
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Haziri, Fortesa, Lulzim Shabani, and Miloslava Chovancova. "Customer game experience impact on gamification and online purchasing." In Contemporary Issues in Business, Management and Economics Engineering. Vilnius Gediminas Technical University, 2019. http://dx.doi.org/10.3846/cibmee.2019.078.

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PPurpose – the purpose of the current research was to investigate the influence of the experience of players and no-players on their purchasing behavior in a gamified purchasing setting. Research methodology – PLS-SEM has been employed to investigate the effect of gaming on consumer behavior and analyze the data gathered via the questionnaire distributed online. Findings – unlike studies in different domains, where the positive impact of game experience in a gamified learning environment and purchasing intention towards gamified products has been highlighted, the results of this research revea
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Završnik, Bruno. "Consumer behavior for buying clothes." In 7th International Scientific Conference Contemporary Trends and Innovations in Textile Industry – CT&ITI 2024. Union of Engineers and Technicians of Serbia, Belgrade, 2024. http://dx.doi.org/10.5937/ct_iti24049z.

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The clothing industry is highly competitive, with rapidly changing trends, diverse customer preferences, and intense market competition. Therefore, gaining insight into consumer behavior in this specific area becomes essential for apparel retailers who want to create successful business strategies. Understanding the motivations, preferences and patterns of consumer behavior is crucial for market orientation and the creation of effective marketing strategies that will meet customer expectations and at the same time increase the competitive advantage of clothing stores on the market. The basic p
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Davoodi, Laleh, and József Mezei. "A Comparative Study of Machine Learning Models for Sentiment Analysis: Customer Reviews of E-Commerce Platforms." In Digital Restructuring and Human (Re)action. University of Maribor Press, 2022. http://dx.doi.org/10.18690/um.fov.4.2022.13.

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Understanding customers' preferences can be vital for companies to improve customer satisfaction. Reviews of products and services written by customers and published on various online platforms offer tremendous potential to gain important insights about customers' opinions. Sentiment classification with various machine learning models has been of great interest to academia and practice for a while, however, the emergence of language transformer models brings forth new avenues of research. In this article, we compare the performance of traditional machine learning models and recently introduced
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Sivapathi, N. A., and S. Kavitha. "The Impact of Online Reputation Management (ORM) on Brand Image in the Retail Industry." In International Conference on Artificial Intelligence in Commerce and Management. Shanlax Publications, 2025. https://doi.org/10.34293/icaicm-25.ch001.

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This Study investigates the impact of Online Reputation Management (ORM) on brand image in the Retail Industry. The research aims to explore the importance of reputation management and its effects on retail businesses, examining how Online Reputation Management (ORM) influences customer loyalty and repeat purchases. Additionally, the study seeks to identify best practices in Online Reputation Management (ORM) that contribute to improved brand image for retail brands. A key focus is understanding how artificial intelligence (AI) tools enhance Online Reputation Management (ORM) strategies and bo
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Onete, Cristian Bogdan, Ștefan Sava, Sonia Budz, and Sandra Diana Chița. "The Impact of COVID-19 on Online Consumer Behavior for Sports Equipment: A Trend Analysis." In 9th BASIQ International Conference on New Trends in Sustainable Business and Consumption. Editura ASE, 2023. http://dx.doi.org/10.24818/basiq/2023/09/038.

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This article proposes to examines how internet shopping for sports equipment changed during and after the COVID-19 outbreak in the UK. The goal of the study is to comprehend how the pandemic affected consumer behavior in relation to purchasing of sporting goods. Using Google search data for phrases related to sporting goods, the study looks for patterns and changes in customer interest over time. According to our findings, there were considerable shifts in the sports equipment search trends both during and after the epidemic, with a noticeable rise in searches for terms like "home gym," "fitne
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Anshu, Kumari, and Loveleen Gaur. "Managing Customers Online Recovery – An Insight for E-Retailers Using Conjoint Analysis." In 2018 4th International Conference on Computational Intelligence & Communication Technology (CICT). IEEE, 2018. http://dx.doi.org/10.1109/ciact.2018.8480207.

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Reports on the topic "Online customer insight"

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LaRaine Ingram, Keisha. Applied Sales Predictive Analytics for Business Development. Vilnius Business College, 2024. http://dx.doi.org/10.57005/ab.2024.1.2.

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In the dynamic business environment, leveraging predictive analytics for sales optimization and business development has become crucial for achieving sustained growth. As the e-commerce landscape continues to evolve, many e-businesses must harness the power of predictive analytics to anticipate sales trends and optimize business development strategies. This paper explores the application of sales predictive analytics, focusing on its role in forecasting sales, optimizing resource allocation, and enhancing customer relationship management. The application of predictive analytics in sales foreca
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