Customer knowledge discovery from online reviews

被引：21

作者：

You, Weijia ^{[2
]}

Xia, Mu ^{[1
]}

Liu, Lu ^{[3
]}

Liu, Dan ^{[3
]}

机构：

[1] Santa Clara Univ, Dept OMIS, Leavey Sch Business, Santa Clara, CA 95053 USA

[2] Beijing Forestry Univ, Sch Econ & Management, Beijing 100083, Peoples R China

[3] Beihang Univ, Sch Econ & Management, Beijing 100191, Peoples R China

来源：

ELECTRONIC MARKETS | 2012年 / 22卷 / 03期

基金：

中国国家自然科学基金;

关键词：

Customer knowledge management; Customer satisfaction; Text mining; Ordinal regression; WORD-OF-MOUTH; SATISFACTION; CONSUMER; ANTECEDENTS; SALES; DETERMINANTS; EXPECTATION; INTENTIONS; REPUTATION; INTERNET;

D O I：

10.1007/s12525-012-0098-y

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

The explosive growth of Chinese electronic market has made it possible for companies to better understand consumers' opinion towards their products in a timely fashion through their online reviews. This study proposes a framework for extracting knowledge from online reviews through text mining and econometric analysis. Specifically, we extract product features, detect topics, and identify determinants of customer satisfaction. An experiment on the online reviews from a Chinese leading B2C (Business-to-Customer) website demonstrated the feasibility of the proposed method. We also present some findings about the characteristics of Chinese reviewers.

引用

页码：131 / 142

页数：12

共 50 条

[21] Extracting Relevant Quality Dimensions from Online Customer Reviews in Accommodation Services [J].

Amorim, Marlene ;

Rodrigues, Mario ;

Fidalgo, Carina .

INDUSTRIAL ENGINEERING AND OPERATIONS MANAGEMENT II, IJCIEOM, 2019, 281 :199-207

[22] Finding eWOM customers from customer reviews [J].

Zhao, Pengfei ;

Wu, Ji ;

Hua, Zhongsheng ;

Fang, Shijian .

INDUSTRIAL MANAGEMENT & DATA SYSTEMS, 2019, 119 (01) :129-147

[23] Text mining approach to explore determinants of grocery mobile app satisfaction using online customer reviews [J].

Kumar, Avinash ;

Chakraborty, Shibashish ;

Bala, Pradip Kumar .

JOURNAL OF RETAILING AND CONSUMER SERVICES, 2023, 73

[24] The influence of launching mobile channels on online customer reviews [J].

Kim, Jong Min ;

Lee, Eunkyung ;

Mariani, Marcello M. .

JOURNAL OF BUSINESS RESEARCH, 2021, 137 :366-378

[25] The Impact of Online Service Recovery on Customer Satisfaction: Empirical Evidences from Service Operations [J].

Gu, Bin ;

Ye, Qiang .

AMCIS 2010 PROCEEDINGS, 2010,

[26] Does hotel attributes impact customer satisfaction: A sentiment analysis of online reviews [J].

Gunasekar, Sangeetha ;

Sudhakar, Sooriya .

JOURNAL OF GLOBAL SCHOLARS OF MARKETING SCIENCE, 2019, 29 (02) :180-195

[27] Reviews, trust, and customer experience in online marketplaces: the case of Mercado Libre Colombia [J].

Pena-Garcia, Nathalie ;

Losada-Otalora, Mauricio ;

Auza, David Perez ;

Cruz, Maria Paula .

FRONTIERS IN COMMUNICATION, 2024, 9

[28] A growing or depreciating love? Linking time with customer satisfaction through online reviews [J].

Xu, Xun .

INFORMATION & MANAGEMENT, 2022, 59 (02)

[29] Examining the negative relationship between length of stay at a hotel and customer satisfaction: evidence from online customer reviews [J].

Kim, Jong Min ;

Han, Jeongsoo .

INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2023, 35 (12) :4099-4116

[30] Information multidimensionality in online customer reviews [J].

Wang, Fang ;

Du, Zhao ;

Wang, Shan .

JOURNAL OF BUSINESS RESEARCH, 2023, 159

← 1 2 3 4 5 →