Table 1 Example of 10 Digital VoC... | Emerald Publishing

Table 1

Example of 10 Digital VoC Records and Topical Prevalence ${T P}_{j, d}$ related to the three key attributes (“Material Quality”; “Usability” and “Customer Service”) identified by the topic modeling algorithm

j-th	Digital VoC record	Rating (k)	Material quality (⁠ ${T P}_{j, 1}$ ⁠)	Usability (⁠ ${T P}_{j, 2}$ ⁠)	Customer service (⁠ ${T P}_{j, 3}$ ⁠)
1	Extremely poor material quality and difficult to use	1	0.8	0	0.2
2	Broke quickly, difficult to use, slow customer response	2	0.4	0.3	0.3
3	Great usability and software, excellent customer service	5	0	0.8	0.2
4	Very solid construction, but tough to navigate the settings. Customer service responsive	3	0.3	0.3	0.4
5	Feels good, the interface is intuitive, very helpful customer service	4	0.3	0.4	0.3
6	Average quality build, I had a terrible customer service experience	2	0.4	0	0.6
7	Amazing support when I had issues with setup	3	0	0.2	0.8
8	Had a minor issue with a feature, but customer service was helpful in resolving it	4	0	0.5	0.5
9	Materials feel cheap and break easily, interface is complex	1	0.8	0.2	0
10	Excellent usability and materials and interface very simple, no service needed	5	0.2	0.7	0.1

j-th	Digital VoC record	Rating(k)	Material quality ( ${T P}_{j, 1}$ )	Usability( ${T P}_{j, 2}$ )	Customer service ( ${T P}_{j, 3}$ )
1	Extremely poor material quality and difficult to use	1	0.8	0	0.2
2	Broke quickly, difficult to use, slow customer response	2	0.4	0.3	0.3
3	Great usability and software, excellent customer service	5	0	0.8	0.2
4	Very solid construction, but tough to navigate the settings. Customer service responsive	3	0.3	0.3	0.4
5	Feels good, the interface is intuitive, very helpful customer service	4	0.3	0.4	0.3
6	Average quality build, I had a terrible customer service experience	2	0.4	0	0.6
7	Amazing support when I had issues with setup	3	0	0.2	0.8
8	Had a minor issue with a feature, but customer service was helpful in resolving it	4	0	0.5	0.5
9	Materials feel cheap and break easily, interface is complex	1	0.8	0.2	0
10	Excellent usability and materials and interface very simple, no service needed	5	0.2	0.7	0.1

Source(s): Authors’ own work