Understanding Customer Opinions From Online Discussion Forums: A Design Science Framework

被引：7

作者：

Lee, Joyce Yi-Hui ^{[1
]}

Yang, Chin-Sheng ^{[2
]}

Chen, Shih-Yun ^{[3
]}

机构：

[1] Yuan Ze Univ, Informat Management, Chungli, Taiwan

[2] Yuan Ze Univ, Dept Informat Management, Chungli, Taiwan

[3] Yuan Ze Univ, Chungli, Taiwan

来源：

ENGINEERING MANAGEMENT JOURNAL | 2017年 / 29卷 / 04期

关键词：

Content Analysis; Design Science Approach; Online Discussion Forum; Product Innovation; Social Media; User-Generated Content; BUSINESS INTELLIGENCE; SOCIAL NETWORKS; BIG DATA; PRODUCT; INFORMATION; INNOVATION; BEHAVIOR; SATISFACTION; ANALYTICS; COMMUNITY;

D O I：

10.1080/10429247.2017.1367217

中图分类号：

T [工业技术];

学科分类号：

08 ;

摘要：

Online discussion forums, which are full of user-generated content including user opinions and comments, are a potential gold mine for exploring new and useful ideas to augment competence in innovation. Companies need to systematically analyze and interpret online commentaries to enhance in-house research and design activities. To this end, a framework is proposed using a design science approach to enable automatic analysis of the content of online opinions and comments in connection with specific products, using a web lexicon established for this purpose. Furthermore, this framework is applied to an automobile as a proof-of-concept. Several nicknames for the car brand studied were created by web users, some with irony and sarcasm. A few metaphorical expressions were also used to describe product features. Engineering practitioners should recognize the importance of stylized online expressions in order to have a better understanding of customer needs and expectations through the application of this framework, which incorporates an evolutionary web lexicon.

引用

页码：235 / 243

页数：9

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