Measuring Customer Agility from Online Reviews Using Big Data Text Analytics

被引：130
|
作者：
Zhou, Shihao [1 ]
Qiao, Zhilei [2 ]
Du, Qianzhou [2 ]
Wang, G. Alan [2 ]
Fan, Weiguo [3 ,4 ]
Yan, Xiangbin [5 ]
机构：
[1] Nanjing Univ, Sch Business, Dept Mkt & Elect Business, Nanjing, Jiangsu, Peoples R China
[2] Virginia Tech, Dept Business Informat Technol, Blacksburg, VA 24061 USA
[3] Virginia Polytech Inst & State Univ, Virginia Tech, Accounting & Informat Syst, Blacksburg, VA 24061 USA
[4] Virginia Polytech Inst & State Univ, Virginia Tech, Comp Sci Courtesy, Blacksburg, VA 24061 USA
[5] Univ Sci & Technol Beijing, Management Sci & Engn, Sch Econ & Management, Beijing, Peoples R China
来源：
JOURNAL OF MANAGEMENT INFORMATION SYSTEMS | 2018年 / 35卷 / 02期
基金：
美国国家科学基金会;
关键词：
Big data; customer agility; electronic word of mouth; mobile apps; online reviews; product development; text analytics; WORD-OF-MOUTH; INFORMATION-TECHNOLOGY; MODERATING ROLE; INNOVATION; PRODUCT; USERS; FIRMS; DESIGN; COMPETITION; DIRECTIONS;
D O I：
10.1080/07421222.2018.1451956
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
Large volumes of product reviews generated by online users have important strategic value for product development. Prior studies often focus on the influence of reviews on customers' purchasing decisions through the word-of-mouth effect. However, little is known about how product developers respond to these reviews. This study adopts a big data analytical approach to investigate the impact of online customer reviews on customer agility and subsequently product performance. We develop a singular value decomposition-based semantic keyword similarity method to quantify customer agility using large-scale customer review texts and product release notes. Using a mobile app data set with over 3 million online reviews, our empirical study finds that review volume has a curvilinear relationship with customer agility. Furthermore, customer agility has a curvilinear relationship with product performance. Our study contributes to innovation literature by demonstrating the influence of firms capability of utilizing online customer reviews and its impact on product performance. It also helps reconcile inconsistencies found in literature regarding the relationships among the three constructs.
引用
收藏
页码：510 / 539
页数：30
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