# Exploring customer concerns on service quality under the COVID-19 crisis: A social media analytics study from the retail industry

**Type:** Papers  
**Canonical URL:** https://scholariq.org/papers/exploring-customer-concerns-on-service-quality-under-the-covid-19-crisis-a/

## Facts

| Field | Value |
| --- | --- |
| Author Names | Xinwei Li,Mao Xu,Wenjuan Zeng,Ying Kei Tse,Hing Kai Chan |
| Citations | 95 |
| DOI | 10.1016/j.jretconser.2022.103157 |
| Fields | Computer Science,Social Sciences |
| Open Access | true |
| OA Status | hybrid |
| OA URL | https://www.sciencedirect.com/science/article/pii/S0969698922002508/pdf |
| OpenAlex ID | https://openalex.org/W4302287596 |
| Type | article |
| Year | 2022 |

## Paper authors

- [Mao Xu](https://scholariq.org/researchers/mao-xu/)

## Paper primary topic

- [Public Relations and Crisis Communication](https://scholariq.org/topics/public-relations-and-crisis-communication/)

## Paper topics

- [Public Relations and Crisis Communication](https://scholariq.org/topics/public-relations-and-crisis-communication/)
- [Sentiment Analysis and Opinion Mining](https://scholariq.org/topics/sentiment-analysis-and-opinion-mining/)
- [Digital Marketing and Social Media](https://scholariq.org/topics/digital-marketing-and-social-media/)

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Source: ScholarIQ — public research metadata, principally OpenAlex. See https://scholariq.org/sources/ for provenance and https://scholariq.org/methodology/ for what these figures mean.