Can customer sentiment impact firm value? An integrated text mining approach

Eachempati, Prajwal; Srivastava, Praveen Ranjan; Kumar, Ajay; Prat, Javier Muñoz de; Delen, Dursun

doi:10.1016/j.techfore.2021.121265

Cited by 22 publications

(8 citation statements)

References 64 publications

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“…It is a critically important driver of emotional connection, as emotionally connected consumers are more than twice as valuable as highly satisfied consumers. Magids et al (2015) proposed that a company's gains increase when it connects with consumers' emotions, this was also echoed by Eachempati et al (2022) who found that customer sentiment is a major driver of investor sentiments, which in turn influences the stock market and the firm value. Brand experiences are therefore central to the long-term marketing strategy of any brand (Smilansky, 2017).…”

Section: Research Problem and Purpose Of The Studymentioning

confidence: 97%

Engaging Consumer Senses: The Role of Interactive Brand Experiences in Brand Building

Ligaraba

2024

IRMM

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Successful brands are investing in creating exceptional interactive brand experiences and fostering emotional connections to build brand love. This dual approach contributes to long-term customer relationships and is an effective way for companies to create hedonic value thereby gaining a competitive advantage. The purpose of the study is to investigate how interactive brand experiences (i.e., sensory, emotional, behavioural, and intellectual) influence brand love in the energy drinks category amongst young adults in South Africa. Data were collected from energy drink young adults through physical surveys. The study applied partial least-square-based structural equation modeling (PLS-SEM). The results revealed that the various interactive brand experiences dimensions influence brand love. Although the brand experience dimensions are supported, they don’t seem to equally influence brand love, as the sensory experience dimension (i.e., taste, smell, sight, touch, and sound), had the strongest influence on brand love. Consumers desire something that touches their heart and engages their senses. Marketers can therefore focus on building brand related stimuli in order to influence consumer behaviour. By focusing on these alternative marketing approaches to brand building, marketers can attract and retain young adults. This research contributes to understanding how brand experiences influence brand love in the energy drinks beverage category.

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Section: Research Problem and Purpose Of The Studymentioning

confidence: 97%

Engaging Consumer Senses: The Role of Interactive Brand Experiences in Brand Building

Ligaraba

2024

IRMM

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“…Memaksimalkan kekayaan pemegang saham dan firm value merupakan salah satu tujuan perusahaan (H. . Tujuan perusahaan seharusnya meningkatkan harga saat ini yang akan diterima pemegang saham di masa depan untuk memaksimalkan perusahaan (Eachempati et al, 2022). Keuntungan pemegang saham dapat diperoleh dari laba yang diperoleh perusahaan yang dibagi dalam bentuk deviden (Pandey & Kumari, 2022) atau dari selisih harga saham apabila saham dijual kembali (Ben-Ahmed et al, 2022).…”

Section: Pendahuluanunclassified

Pengaruh Likuiditas Dan Cash Flow Operation Terhadap Nilai Perusahaan serta dampaknya Terhadap Ketepatan Prediksi Saham

Sitorus

Syahputra

2023

j.akunt. Manaj.

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The impact of liquidity and cash flow operations on firm value and on the accuracy of stock predictions is the goal of this research. This study also examines the impact of liquidity and cash flow operations on the accuracy of stock predictions through firm value. The research sample consisted of 40 companies listed on the Indonesia Stock Exchange in 2019-2021 in the food and beverage and information technology sectors. The research model was tested by path analysis, using Stata software to test the direct and indirect effects. The results of the study prove that liquidity has a positive and significant effect on firm value. Cash flow operations have no effect and are negative on company value. The accuracy of stock predictions has a positive and significant effect on firm value. Liquidity has a positive and significant effect on the accuracy of stock predictions. Cash flow operations have no positive effect on the accuracy of stock predictions. Firm value is able to mediate a positive and significant relationship between liquidity and the accuracy of stock predictions. Firm value is not able to mediate and there is a negative relationship between cash flow operations and the accuracy of stock predictions.

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“…As a reliable source of information (Shan, 2016), consumers read these reviews prior to purchasing a product (Bhattacharyya and Bose, 2020) or booking a hotel room (Vermeulen and Seegers, 2009). Studies have also highlighted the economic value of online reviews for firms (Tirunillai and Tellis, 2012) and their influence on firm sales (Zhang et al, 2021;Chevalier and Mayzlin, 2003) and firm value (Eachempati et al, 2022). Thus, it is advisable for firms to engage in understanding the text reviews written by customers regarding their product purchase experience.…”

Section: Datamentioning

confidence: 99%

AI-enables product purchase on Amazon: what are the consumers saying?

Gunasekar

Ray

Dixit

et al. 2022

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Purpose This study aims to identify the product attributes that influence customer satisfaction related to AI-enabled products with a strong forecast of growth. This study is very timely as the market for AI-based smart home products is still at a nascent stage in emerging economies (Vaishali Dar, 2021). Adding evidence to literature on the experience of customers, identifying the attributes that lead to customer satisfaction and those that lead to dissatisfaction are essential for products that were launched recently during the pandemic. This study makes valuable addition to the existing literature. Design/methodology/approach Online reviews (12,326 reviews) for EchoDot products launched by Amazon India during the pandemic were collected for the study. The attributes were identified based on the most frequently discussed attributes in the text reviews. Further review valence was determined to group the reviews under positive reviews indicating customer satisfaction and negative reviews indicating customer dissatisfaction. Logistic regression was used to identify the attributes that significantly impact customer satisfaction/dissatisfaction. Findings The results of the study indicate that while EchoDot is seen to add value to the smart home environment (home variable), video (video variable) and speaker (speaker variable) quality also contribute to customer satisfaction. Further, consumers found the product truly worth their money (value for money variable). Other attributes like a complaint about Bluetooth features are seen to increase the probability of customer dissatisfaction. Originality/value This study identifies the most important attributes that influence customer satisfaction in AI-enabled product sales on e-commerce platforms in pandemic times for India. Such studies are scarce in the emerging markets where the AI-based home appliance market is still in its nascent stage, and the customers are trying out their experiences with these products. What the customers expect and are these products fulfill these expectations is an important question that needs to be addressed by research. This study addresses this gap and adds to this literature.

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Can customer sentiment impact firm value? An integrated text mining approach

Cited by 22 publications

References 64 publications

Engaging Consumer Senses: The Role of Interactive Brand Experiences in Brand Building

Engaging Consumer Senses: The Role of Interactive Brand Experiences in Brand Building

Pengaruh Likuiditas Dan Cash Flow Operation Terhadap Nilai Perusahaan serta dampaknya Terhadap Ketepatan Prediksi Saham

AI-enables product purchase on Amazon: what are the consumers saying?

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