... approach based on mixed methods is used. In Study 1, content and thematic analysis are performed using NVivo 14 on nine TikTok videos, analysing 9,223 user comments to reveal recurring themes. In Study 2, sentiment analysis is conducted on Python’s Natural Language Toolkit and Vader Lexicon. Finally...

... adopts a bibliometric analysis approach using bibliophagy software and thematic analysis to reveal four themes: “forms of customer misbehaviour”; “antecedents of such misbehaviour”; “changes in the personal and work behaviour of employees and management”; and “measures to reduce customer misbehaviour...