Express Service;
Online Reviews;
Opportunity Algorithm;
Service Innovation;
Text Mining;
FEATURE-SELECTION;
PRODUCT;
D O I:
10.4018/JOEUC.20211101.oa3
中图分类号:
TP [自动化技术、计算机技术];
学科分类号:
0812 ;
摘要:
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, this paper proposes 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, the authors crawl online reviews of express companies and use LDA model to identify service attributes. Secondly, customer satisfaction is calculated by sentiment analysis, and simultaneously, the importance of each service attribute is calculated. Finally, the authors carry out an opportunity algorithm with the results of text mining to quantify the innovation opportunities of service attributes. The results show that the framework can effectively identify service innovation opportunities from the perspective of customer demand. This study provides a new way to explore the direction of service innovation from the perspective of customer demand.
机构:
Hohai Univ, Nanjing 21110, Jiangsu, Peoples R ChinaHohai Univ, Nanjing 21110, Jiangsu, Peoples R China
Guo, Yue
Barnes, Stuart J.
论文数: 0引用数: 0
h-index: 0
机构:
Kings Coll London, Sch Business & Management, Franklin Wilkins Bldg,150 Stamford St, London SE1 9NH, EnglandHohai Univ, Nanjing 21110, Jiangsu, Peoples R China
Barnes, Stuart J.
Jia, Qiong
论文数: 0引用数: 0
h-index: 0
机构:
Hohai Univ, Nanjing 21110, Jiangsu, Peoples R ChinaHohai Univ, Nanjing 21110, Jiangsu, Peoples R China
机构:
Seoul Natl Univ Sci & Technol, Dept Business Adm, 232 Gongreung Ro, Seoul 01811, South KoreaSeoul Natl Univ Sci & Technol, Dept Business Adm, 232 Gongreung Ro, Seoul 01811, South Korea
Kim, En-Gir
Chun, Se-Hak
论文数: 0引用数: 0
h-index: 0
机构:
Seoul Natl Univ Sci & Technol, Dept Business Adm, 232 Gongreung Ro, Seoul 01811, South KoreaSeoul Natl Univ Sci & Technol, Dept Business Adm, 232 Gongreung Ro, Seoul 01811, South Korea
机构:
Univ Kentucky, Dept Retailing & Tourism Management, Lexington, KY USA
Univ Kentucky, Dept Retailing & Tourism Management, Lexington, KY 40509 USAUniv Kentucky, Dept Retailing & Tourism Management, Lexington, KY USA
Li, Muzhen
Zhao, Li
论文数: 0引用数: 0
h-index: 0
机构:
Univ Missouri, Dept Text & Apparel Management, Columbia, MO USAUniv Kentucky, Dept Retailing & Tourism Management, Lexington, KY USA
Zhao, Li
Srinivas, Sharan
论文数: 0引用数: 0
h-index: 0
机构:
Univ Missouri, Dept Ind & Mfg Syst Engn, Columbia, MO USA
Univ Missouri, Dept Mkt, Columbia, MO USAUniv Kentucky, Dept Retailing & Tourism Management, Lexington, KY USA
机构:
Yonsei Univ, Dept Interior Architecture & Built Environm, 707,325 Coll Human Ecol 50 Yonsei Ro, Seoul 37220, South KoreaYonsei Univ, Dept Interior Architecture & Built Environm, 707,325 Coll Human Ecol 50 Yonsei Ro, Seoul 37220, South Korea
Li, Yanzhen
Gao, Jingyi
论文数: 0引用数: 0
h-index: 0
机构:
Yonsei Univ, Dept Interior Architecture & Built Environm, 707,325 Coll Human Ecol 50 Yonsei Ro, Seoul 37220, South KoreaYonsei Univ, Dept Interior Architecture & Built Environm, 707,325 Coll Human Ecol 50 Yonsei Ro, Seoul 37220, South Korea
Gao, Jingyi
ANATOLIA-INTERNATIONAL JOURNAL OF TOURISM AND HOSPITALITY RESEARCH,
2024,
机构:
City Univ Macau, Fac Int Tourism & Management, Macau 999078, Peoples R ChinaCity Univ Macau, Fac Int Tourism & Management, Macau 999078, Peoples R China
Zhang, Chenxi
Xu, Zeshui
论文数: 0引用数: 0
h-index: 0
机构:
Sichuan Univ, Business Sch, Chengdu 610064, Peoples R ChinaCity Univ Macau, Fac Int Tourism & Management, Macau 999078, Peoples R China
机构:
Hohai Univ, Nanjing 21110, Jiangsu, Peoples R ChinaHohai Univ, Nanjing 21110, Jiangsu, Peoples R China
Guo, Yue
Barnes, Stuart J.
论文数: 0引用数: 0
h-index: 0
机构:
Kings Coll London, Sch Business & Management, Franklin Wilkins Bldg,150 Stamford St, London SE1 9NH, EnglandHohai Univ, Nanjing 21110, Jiangsu, Peoples R China
Barnes, Stuart J.
Jia, Qiong
论文数: 0引用数: 0
h-index: 0
机构:
Hohai Univ, Nanjing 21110, Jiangsu, Peoples R ChinaHohai Univ, Nanjing 21110, Jiangsu, Peoples R China
机构:
Seoul Natl Univ Sci & Technol, Dept Business Adm, 232 Gongreung Ro, Seoul 01811, South KoreaSeoul Natl Univ Sci & Technol, Dept Business Adm, 232 Gongreung Ro, Seoul 01811, South Korea
Kim, En-Gir
Chun, Se-Hak
论文数: 0引用数: 0
h-index: 0
机构:
Seoul Natl Univ Sci & Technol, Dept Business Adm, 232 Gongreung Ro, Seoul 01811, South KoreaSeoul Natl Univ Sci & Technol, Dept Business Adm, 232 Gongreung Ro, Seoul 01811, South Korea
机构:
Univ Kentucky, Dept Retailing & Tourism Management, Lexington, KY USA
Univ Kentucky, Dept Retailing & Tourism Management, Lexington, KY 40509 USAUniv Kentucky, Dept Retailing & Tourism Management, Lexington, KY USA
Li, Muzhen
Zhao, Li
论文数: 0引用数: 0
h-index: 0
机构:
Univ Missouri, Dept Text & Apparel Management, Columbia, MO USAUniv Kentucky, Dept Retailing & Tourism Management, Lexington, KY USA
Zhao, Li
Srinivas, Sharan
论文数: 0引用数: 0
h-index: 0
机构:
Univ Missouri, Dept Ind & Mfg Syst Engn, Columbia, MO USA
Univ Missouri, Dept Mkt, Columbia, MO USAUniv Kentucky, Dept Retailing & Tourism Management, Lexington, KY USA
机构:
Yonsei Univ, Dept Interior Architecture & Built Environm, 707,325 Coll Human Ecol 50 Yonsei Ro, Seoul 37220, South KoreaYonsei Univ, Dept Interior Architecture & Built Environm, 707,325 Coll Human Ecol 50 Yonsei Ro, Seoul 37220, South Korea
Li, Yanzhen
Gao, Jingyi
论文数: 0引用数: 0
h-index: 0
机构:
Yonsei Univ, Dept Interior Architecture & Built Environm, 707,325 Coll Human Ecol 50 Yonsei Ro, Seoul 37220, South KoreaYonsei Univ, Dept Interior Architecture & Built Environm, 707,325 Coll Human Ecol 50 Yonsei Ro, Seoul 37220, South Korea
Gao, Jingyi
ANATOLIA-INTERNATIONAL JOURNAL OF TOURISM AND HOSPITALITY RESEARCH,
2024,
机构:
City Univ Macau, Fac Int Tourism & Management, Macau 999078, Peoples R ChinaCity Univ Macau, Fac Int Tourism & Management, Macau 999078, Peoples R China
Zhang, Chenxi
Xu, Zeshui
论文数: 0引用数: 0
h-index: 0
机构:
Sichuan Univ, Business Sch, Chengdu 610064, Peoples R ChinaCity Univ Macau, Fac Int Tourism & Management, Macau 999078, Peoples R China