# Diagnosing service quality using customer reviews: an index approach based on sentiment and gap analyses

> Research article (Service Business, 2015) · cited 38× · AI/ML

**Wikidata**: [openalex:W2188598232](https://www.wikidata.org/wiki/openalex:W2188598232)  
**Source**: https://4ort.xyz/entity/diagnosing-service-quality-using-customer-reviews-an-index-approach-based-on-sentiment-and-gap-analyses