Review-based control charts for service quality monitoring: A brief review and future directions

초록

Review-based control charts that combine online review mining with tradi-tional control charts are emerging as a new tool for quality monitoring. Although previous studies have provided successful examples of the review-based control chart, the natural characteristics of user-generated reviews and their impact on the chart have received less attention so far. After briefly surveying existing approaches, this paper presents a case study of two hotels in Korea to demonstrate the potential issues and challenges faced by review-based control charts because of the characteristics of online customer reviews. The results show that a small, inconsistent number of reviews and their uncontrollable contents poses the main challenge for the review-based control chart. Future research directions are discussed based on the results. © 2021 ICIC International.

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