Improving service quality necessitates a comprehensive understanding of customer feedback. Researchers from South Korea have devised a novel model that unifies service-specific elements with customer actions, diverging from traditional methods that analyze these aspects separately.
This innovative approach was validated through an analysis of online customer reviews from a metaverse platform, showcasing its effectiveness in pinpointing significant user problems. By employing this model, service managers can identify urgent issues and allocate resources more efficiently, ensuring a better customer experience.