Electronic word of mouth analysis for service experience

Pai, Mao-Yuan; Chu, Hui-Chuan; Wang, Su-Chen; Chen, Yuh‐Min

doi:10.1016/j.eswa.2012.10.024

Cited by 36 publications

(34 citation statements)

References 34 publications

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“…A lot of appraisals related to products or services are expressed by using sentiment words (Söderlund and Rosengren 2007). Researchers such as Pai et al (2013a) thus used sentiment analysis to extract information. The advantage of using information technology to process eWOM is that it can obtain eWOM-related information automatically.…”

Section: Analysis Of the Relationship Between Appraisal Words And Conmentioning

confidence: 99%

“…eWOM comes from consumers' actual encounters with the focal product or service, and includes valuable information on key consumer demands (Pai et al 2013a). Consumers share their demands in eWOM using appraisal words when they have positive or negative experiences with a product or service.…”

Section: Analysis Of the Relationship Between Appraisal Words And Conmentioning

confidence: 99%

“…5. In order to solidify the theoretical foundation of the consumer demands analysis model, this study applied the eWOM management framework for service experience (Pai et al 2013a), and DIKW hierarchy (data, information, knowledge and wisdom hierarchy) (Rowley 2007) as the framework for designing the consumer demands analysis model. The consumer demands analysis model mainly consists of eWOM collection, appraisal extraction, and appraisal word classification, as is explained in more detail below: eWOM collection eWOM belongs to the data level in DIKW hierarchy.…”

Section: Design Of Consumer Demand Analysis Model In Ewommentioning

confidence: 99%

“…Nevertheless, the difficulty of analyzing eWOM lies in the complexity of the semantic content. Since consumers often use Btext speak^to post their opinions online, and because there are no standard writing formats and unified descriptive words for online reviews (Pai et al 2013a), the difficulty of analysis is increased. These problems also prevent computer programs from analyzing the text, and thus extracting the meanings of these terms is even more difficult.…”

Section: Introductionmentioning

confidence: 99%

“…However, before constructing a complete system, a conceptual model or theory is suggested to be used as the foundation for developing it. As such, the system design is based on a review of the literature and is more reasonable than would otherwise be the case (Chen and Chen 2012;Chen 2011;Pai et al 2013a;Pai et al 2013b). Specifically, this study has the following objectives: (i) constructing a consumer demands analysis model in eWOM; (ii) designing a consumer demands analysis procedure; and (iii) developing a system for analyzing consumer demands.…”

Section: Introductionmentioning

confidence: 99%

See 4 more Smart Citations

A computer-based approach for analyzing consumer demands in electronic word-of-mouth

Lin¹,

Liaw²,

Chen³

et al. 2017

Electron Markets

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Consumer opinions are one of the most valuable assets that enterprises have, and thus questionnaires are often employed to investigate the views of consumers. However, this approach requires a large amount of human labor and time, and, most importantly, it cannot automatically find out consumers' needs. However, many consumers now share their appraisals of products or services through electronic word-of-mouth (eWOM). Since these usually reflect consumer needs, and thus their demands, collecting and analyzing eWOM data has become a key task for many businesses. Nonetheless, current eWOM-related research focuses on its transmission, influence, issues, and marketing, and there seem to be very few studies that apply eWOM to develop consumer needs analysis systems. In order to effectively collect and analyze eWOM data, this study proposes a computer-based approach for analyzing consumer demands. The approach utilizes sentiment analysis to develop extraction methods for use with eWOM appraisals. It thus uses eWOM appraisals to find out consumer demands. This work integrates eWOM with information technology to develop an approach to computerize consumer needs analysis. It is expected that the results will help enterprises to improve the quality of their products and market competitiveness.

show abstract

Section: Analysis Of the Relationship Between Appraisal Words And Conmentioning

confidence: 99%

Section: Analysis Of the Relationship Between Appraisal Words And Conmentioning

confidence: 99%

Section: Design Of Consumer Demand Analysis Model In Ewommentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

A computer-based approach for analyzing consumer demands in electronic word-of-mouth

Lin¹,

Liaw²,

Chen³

et al. 2017

Electron Markets

Self Cite

View full text Add to dashboard Cite

show abstract

When your supporters become your opponents: Exploring the unintended effects of parodies on social media engagement

Sabri,

El Hana,

Abidi

et al. 2023

Psychology and Marketing

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Using parodies to mock politicians' personal flaws is a prevalent practice and represents an important threat to their brand image and reputation. However, the ability of parodies based on personal attacks to create positive social media engagement from the parodist's point of view is still unexplored. This study contributes to the attribution–emotion–action theory by exposing the unintended effects of parodies on social media engagement. We began with a content analysis of 331 parodies of political figures posted on YouTube from 2012 to 2019. Then, by using both a machine‐learning‐based analysis of 31,300 comments on those parodies and an experiment, we compared the effectiveness of two types of parodies based on personal attacks, depending on the type of stigma depicted: controllable versus uncontrollable. Our findings are paradoxical. Compared to parodies based on controllable personal stigmas, parodies of uncontrollable stigmas foster less supportive social media engagement toward the parodist and his/her parody (i.e., likes, shares), especially among individuals who were originally detractors and opponents of the parodied politician. Those effects are mediated by the role of moral‐condemning emotions expressing the inappropriateness of the topic selected by the parodist. Henceforth, it is advisable for parodists to refrain from incorporating representations of an uncontrollable stigma into their spoof creations, as such actions may imperil the levels of engagement exhibited by their audience, encompassing both their reception of the parodies and their perception of the parodists themselves.

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Term Co-occurrence Based Feature Selection for Sentiment Classification

Sonawane¹,

Kolhe

2018

Communications in Computer and Information Science

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Electronic word of mouth analysis for service experience

Cited by 36 publications

References 34 publications

A computer-based approach for analyzing consumer demands in electronic word-of-mouth

A computer-based approach for analyzing consumer demands in electronic word-of-mouth

When your supporters become your opponents: Exploring the unintended effects of parodies on social media engagement

Term Co-occurrence Based Feature Selection for Sentiment Classification

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