Examining Cryptocurrency Platform Coinbase through the Lens of Critical Incident Technique: A Text Mining Approach
Document Type
Book
Publication Date
2024
Abstract
This research examines the service failures of Coinbase, a cryptocurrency platform with a critical incident technique, to understand how a consumer interacts with disruptive innovation. Consumer complaints (2017 to 2022) from the U.S. Consumer Financial Protection Bureau were analyzed with Pearson’s Chi-square test and topic modeling. The former was used to explore the relationship between consumer characteristics, and the latter was implemented for the automated critical incident technique. The test result revealed that self-identified older Americans and service members are less likely to receive service recovery with monetary compensation. Topic modeling identified what drives the complaint resolution types (e.g., explanation or monetary compensation). This research helps academics enhance their understanding of service failure practices, and managers and policymakers design more inclusive services for disruptive innovation. © 2024 Elsevier B.V., All rights reserved.
Recommended Citation
An, Jiyoon, "Examining Cryptocurrency Platform Coinbase through the Lens of Critical Incident Technique: A Text Mining Approach" (2024). College of Business and Economics. 361.
https://digitalcommons.uncfsu.edu/college_business_economics/361