The relationship between online customer reviews (OCRs) and marketing performance measures has drawn significant attention recently. However, such a relationship has not yet been fully understood due to the complex nature of the problem, such as the impact of OCRs on the internal factors affecting customer decisions involving many issues, which have not been well analysed. Therefore, the purpos...

Customer ratings are valuable sources to understand their satisfaction and are critical for designing better customer experiences and recommendations. The majority of customers, however, do not respond to rating surveys, which makes the result less representative. To understand overall satisfaction, this paper aims to investigate how likely customers without responses had satisfactory experienc...

Individuals as well as institutions are paying increasing attention to sentiment analysis. Companies are interested in what bloggers are saying about their products. Politicians are interested in how different news media are portraying them. The state of the art in sentiment analysis focuses on assigning a polarity or a strength to subjective expressions (words and phrases that express opinions...

Online reviews are often our first port of call when considering products and purchases online. When evaluating a potential purchase, we may have a specific query in mind, e.g. ‘will this baby seat fit in the overhead compartment of a 747?’ or ‘will I like this album if I liked Taylor Swift’s 1989?’. To answer such questions we must either wade through huge volumes of consumer reviews hoping to...

The rapid increase in internet usage over the last few years has led to an extraordinary increase in electronic commerce. E-commerce web site like Amazon.com has made shopping online convenient, reliable and fast. While virtually any product can be purchased online today, it has become increasingly difficult for consumers to make their purchasing decisions based only on pictures and short descr...

With the growing interest in opinion mining from web data, more works are focused on mining in English and Chinese reviews. Probing into the problem of product opinion mining, this paper describes the details of our language resources, and imports them into the task of extracting product feature and sentiment task. Different from the traditional unsupervised methods, a supervised method is util...

In this paper we present a novel approach to categorizing comments in online reviews as either a qualified claim or a bald claim. We argue that this distinction is important based on a study of customer behavior in making purchasing decisions using online reviews. We present results of a supervised algorithm for learning this distinction. The two types of claims are expressed differently in lan...

Analysis of customer feedback helps improve customer service. Much online customer feedback takes the form of online reviews, but the tremendous volume of such data makes manual classification impractical, raising the need for automatic classification to allow analysis systems to identify meanings or intentions expressed by customers. The aim of shared Task 4 of IJCNLP 2017 is to classify custo...

More and more shopping sites implement membership level management strategies and provide customers with not only online review communities but also incentives to promote them to post their online reviews. However, whether these measures affect the results of online reviews and how they influence have not been studied yet. Based on the social exchange theory, we collect data of online reviews a...