Online complaint handling: a text analytics-based classification framework

Birce Dobrucalı Yelkenci is assistant professor at Department of International Trade and Finance in the Faculty of Business at the Izmir University of Economics. Birce received her BS degree in International Trade and MSc degree in Logistics Management from Izmir University of Economics, and her PhD degree in Business Administration from Dokuz Eylul University. Her research focuses on international marketing, services marketing and digital marketing. Her research has been presented at leading conferences in the area of marketing, including the American Marketing Association (AMA) Summer Academic Conference and the SERVSIG Conference.

Güzin Özdağoğlu is Associate Professor of Quantitative Methods at Department of Business Administration in the Faculty of Business at Dokuz Eylul University (DEU). Güzin gained undergraduate, master's and PhD degrees from Industrial Engineering at DEU. Her fields of interest cover data mining, text analytics, business intelligence, bibliometrics, decision support systems, process intelligence, educational data mining, quality in higher education and system dynamics. She gives lectures on management science, fundamental information technologies, business intelligence, applied optimization, data mining, business architecture, process modeling and analysis, and sometimes business math and statistics.

Burcu İlter is currently a Professor of Marketing at Department of Business Administration in the Faculty of Business at Dokuz Eylul University (DEU). Burcu received her MSc degree in International Business, and her PhD degree in Business Administration from Dokuz Eylul University. Her fields of interest cover political marketing, social media marketing and consumer behavior.