Abstract:
Objective: negative experiences with food delivery applications can erode consumer trust and reduce the perceived value of technology-mediated marketplaces. Methods: this study examines value co-destruction (VCD) by analyzing over 100,000 user reviews on Google Play for the 10 most popular food delivery apps in Brazil. Using natural language processing, sentiment analysis, and clustering techniques, the study identified recurring patterns of dissatisfaction and categorized them into nine...
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