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In order to further meet the diversified needs of customers and enhance market competitiveness, it is necessary for express delivery enterprises to carry out service innovation. From the perspective of customer demand, we propose a framework for mining service innovation opportunities. This framework uses text mining to analyze user generated content and tries to provide a scientific service innovation scheme for express enterprises. Firstly, we crawl online reviews of express companies and usedoi:10.4018/joeuc.20211101.oa3 fatcat:s4xvhqymjbanpeyevdwyq4r5sm