消費者は購買意思決定に先立ってオンラインカスタマーレビューを製品の品質の手掛かり情報として利用するが，ブランド力が高い製品の場合にはブランドも製品の品質の有力な手掛かりとなる。このため，そうした製品についてのカスタマーレビューの影響力はブランド力が低い製品の場合と比べて弱いとされている。しかしながら，先行研究ではカスタマーレビューがブランド力の高い製品の売上成果にいかなる役割を果たすのかについて十分に考察されてきたとは言い難い。そこで本研究では我が国のヘッドセットデータにファジィ集合QCA（fsQCA）を適用し，この問題について考察した。その結果，ブランド力が高い製品は新製品期にはカスタマーレビューの評価にかかわらず売れ筋製品となり得るものの，新製品期間を超えてなお売れ筋であり続ける上で，カスタマーレビューにおける高い評価は，INUS条件として，大きな役割を果たしていることを確認した...

This thesis is about polarity analysis of reviews, that is, classifying reviews as either positive or negative based on linguistic evidence. I describe a genre-based approach for the polarity analysis of customer reviews. Genre is characterized by a schematic structure of the discourse composed of different types of stages, each one with a goal-oriented function. This approach to polarity analy...

Online shoppers depend on customer reviews when evaluating products or services. However, in the international online marketplace, reviews in a user’s language may not be available. Translation of online customer reviews is therefore an important service. A crucial aspect of this task is translating opinion words, key words that capture the reviewers’ sentiments. This is challenging because opi...

The authors of this work present a model that reduces product ratings biases that are a result of varying degrees of customers’ optimism/pessimism. Recently, large-scale customer reviews and numerical product ratings have served as substantial criteria for new customers who make their purchasing decisions through electronic word-of-mouth. However, due to differences among reviewers’ rating crit...

Purpose: The paper provides a comprehensive and up-to-date literature review of customer value concepts and distinguishes complex customer value from the various perspectives. It structures the themes and dimensions between the various approaches along the customer value main lines in the literature. Design/methodology/approach: The paper reviews current literature and illustrates different typ...

The proliferation of socialized data offers an unprecedented opportunity for designing customer service measurement systems. We address the problem of adequately measuring service quality using socialized data. The theoretical basis for the study is the widely used SERVQUAL model and we leverage a dataset uniquely suited for the analysis: the full database of online reviews generated on the web...

Every day, vast numbers of customer reviews are accessed on retail or online services websites. Although valuable information can be gleaned from reviews, these sources are underutilized both by consumers and businesses due to their unstructured nature, serial presentation, limited search tools, and low ratio of useful information to the overall amount of data (high noise). OpinionBlocks is an ...

Customer reviews serve as a feedback mechanism that can help suppliers enhance their products and services, then gain competitive advantages. Mining Product features from reviews are expected to further investigate the views and attitudes of customers. This study is focus on one subtask of sentiment analysis. We want to extract the product frequent and infrequent features from Chinese customer ...

In this paper, we address the problem of identifying relevant product aspects in a collection of online customer reviews. Being able to detect such aspects represents an important subtask of aspect-based review mining systems, which aim at automatically generating structured summaries of customer opinions. We cast the task as a terminology extraction problem and examine the utility of varying t...