IDEAS home Printed from https://ideas.repec.org/a/men/journl/v1y2015i2p83-92.html
   My bibliography  Save this article

Automated Extraction of Typical Expressions Describing Product Features from Customer Reviews

Author

Listed:
  • Karel Barák

    (Mendel University in Brno, Czech Republic)

  • František Dařena

    (Mendel University in Brno, Czech Republic)

  • Jan Žižka

    (Mendel University in Brno, Czech Republic)

Abstract

The paper presents a procedure that helps in revealing topics hidden in large collections of textual documents (such as customer reviews) related to a certain group of products or services. Together with identification of the groups containing the topics the lists of important expressions is presented which helps in understanding what characterizes these aspects most typically from the semantic point of view. The procedure includes determining an appropriate number of groups representing the prevailing topics, partitioning the documents into a desired number of groups using clustering, extracting significant typical features of documents from each group with application of feature selection methods, and evaluating the outcomes with the assistance of a human expert. The results show that the presented approach, consisting mostly of automated steps, is able to separate and characterize the aspects of a certain product as discussed by the customers and be later useful, e.g., for handling customer complaints, designing promotional campaigns, or improving the products.

Suggested Citation

  • Karel Barák & František Dařena & Jan Žižka, 2015. "Automated Extraction of Typical Expressions Describing Product Features from Customer Reviews," European Journal of Business Science and Technology, Mendel University in Brno, Faculty of Business and Economics, vol. 1(2), pages 83-92.
    • Handle: RePEc:men:journl:v:1:y:2015:i:2:p:83-92
    DOI: 10.11118/ejobsat.v1i2.27
    as

    Download full text from publisher

    File URL: http://ejobsat.cz/doi/10.11118/ejobsat.v1i2.27.html
    Download Restriction: free of charge
    File URL: http://ejobsat.cz/doi/10.11118/ejobsat.v1i2.27.pdf
    Download Restriction: free of charge
    File URL: https://libkey.io/10.11118/ejobsat.v1i2.27?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. MacKenzie, Scott B. & Podsakoff, Philip M., 2012. "Common Method Bias in Marketing: Causes, Mechanisms, and Procedural Remedies," Journal of Retailing, Elsevier, vol. 88(4), pages 542-555.
    2. Alpu, Ozlem, 2015. "A methodology for evaluating satisfaction with high-speed train services: A case study in Turkey," Transport Policy, Elsevier, vol. 44(C), pages 151-157.
    3. Engler, Tobias H. & Winter, Patrick & Schulz, Michael, 2015. "Understanding online product ratings: A customer satisfaction model," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 113-120.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Talwar, Shalini & Kaur, Puneet & Escobar, Octavio & Lan, Sai, 2022. "Virtual reality tourism to satisfy wanderlust without wandering: An unconventional innovation to promote sustainability," Journal of Business Research, Elsevier, vol. 152(C), pages 128-143.
    2. Ramendra Pratap Singh & Neelotpaul Banerjee, 2018. "Exploring the Influence of Celebrity Credibility on Brand Attitude, Advertisement Attitude and Purchase Intention," Global Business Review, International Management Institute, vol. 19(6), pages 1622-1639, December.
    3. Muhamad Azrin Nazri & Nor Asiah Omar & Aini Aman & Abu Hanifah Ayob & Nur Ainna Ramli, 2020. "Corporate Social Responsibility and Business Performance in Takaful Agencies: The Moderating Role of Objective Environment," Sustainability, MDPI, vol. 12(20), pages 1-18, October.
    4. Samadhiya, Ashutosh & Yadav, Sanjeev & Kumar, Anil & Majumdar, Abhijit & Luthra, Sunil & Garza-Reyes, Jose Arturo & Upadhyay, Arvind, 2023. "The influence of artificial intelligence techniques on disruption management: Does supply chain dynamism matter?," Technology in Society, Elsevier, vol. 75(C).
    5. Vendrell-Herrero, Ferran & Bustinza, Oscar F. & Opazo-Basaez, Marco, 2021. "Information technologies and product-service innovation: The moderating role of service R&D team structure," Journal of Business Research, Elsevier, vol. 128(C), pages 673-687.
    6. Mohamed Albaity & Mahfuzur Rahman, 2021. "Customer Loyalty towards Islamic Banks: The Mediating Role of Trust and Attitude," Sustainability, MDPI, vol. 13(19), pages 1-19, September.
    7. Heena Thanki & Sweety Shah & Harishchandra Singh Rathod & Ankit D. Oza & Dumitru Doru Burduhos-Nergis, 2022. "I Am Ready to Invest in Socially Responsible Investments (SRI) Options Only If the Returns Are Not Compromised: Individual Investors’ Intentions toward SRI," Sustainability, MDPI, vol. 14(18), pages 1-17, September.
    8. Surajit Bag & Muhammad Sabbir Rahman & Gautam Srivastava & Peter Kilbourn & Nishikant Mishra, 2024. "Buyer–supplier partnerships and circular economy performance in food supply chains: Serial mediation by commitment contract and innovation performance," Business Strategy and the Environment, Wiley Blackwell, vol. 33(2), pages 1247-1264, February.
    9. Eduardo Terán-Yépez & David Jiménez-Castillo & Manuel Sánchez-Pérez, 2023. "The role of affect in international opportunity recognition and the formation of international opportunity beliefs," Review of Managerial Science, Springer, vol. 17(3), pages 941-983, April.
    10. Hung M. Nguyen & George Onofrei & Dothang Truong & Simon Lockrey, 2020. "Customer green orientation and process innovation alignment: A configuration approach in the global manufacturing industry," Business Strategy and the Environment, Wiley Blackwell, vol. 29(6), pages 2498-2513, September.
    11. Hong, Paul & Jagani, Sandeep & Kim, Jinhwan & Youn, Sun Hee, 2019. "Managing sustainability orientation: An empirical investigation of manufacturing firms," International Journal of Production Economics, Elsevier, vol. 211(C), pages 71-81.
    12. Castaldo, Sandro & Ciacci, Andrea & Penco, Lara & Profumo, Giorgia, 2024. "Which trust layer better counterbalances the risk impact on travel intentions in a crisis scenario?," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    13. Christian Linder & Michael Nippa, 2019. "Jumping in at the deep end! The role of motivational forces in starting a new venture," International Entrepreneurship and Management Journal, Springer, vol. 15(4), pages 1363-1391, December.
    14. Khaksar, Seyed Mohammad Sadegh & Shahmehr, Fatemeh S. & Miah, Shah & Daim, Tugrul & Ozdemir, Dilek, 2024. "Privacy concerns versus personalisation benefits in social robot acceptance by employees: A paradox theory — Contingency perspective," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    15. Anupam Kumar Das & Shetu Ranjan Biswas & Munshi Muhammad Abdul Kader Jilani & Md. Aftab Uddin, 2019. "Corporate Environmental Strategy and Voluntary Environmental Behavior—Mediating Effect of Psychological Green Climate," Sustainability, MDPI, vol. 11(11), pages 1-17, June.
    16. Mohammed Salah Hassan & Raja Noriza Raja Ariffin & Norma Mansor & Hussam Al Halbusi, 2021. "An Examination of Street-Level Bureaucrats’ Discretion and the Moderating Role of Supervisory Support: Evidence from the Field," Administrative Sciences, MDPI, vol. 11(3), pages 1-14, June.
    17. Yousef Ahmad Alarabiat & Serife Eyupoglu, 2022. "Is Silence Golden? The Influence of Employee Silence on the Transactional Leadership and Job Satisfaction Relationship," Sustainability, MDPI, vol. 14(22), pages 1-18, November.
    18. Surajit Bag & Muhammad Sabbir Rahman & Susmi Routray & Santosh Kumar Shrivastav & Soni Agrawal, 2024. "Exploring the potential of blockchain‐enabled smart contracts for achieving net‐zero emissions: An empirical study," Business Strategy and the Environment, Wiley Blackwell, vol. 33(5), pages 3965-3985, July.
    19. Hussein-Elhakim Al Issa, 2020. "The Influence of Education and Environmental Support on Entrepreneurial Intentions," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(4), pages 946-965.
    20. Stephan M. Liozu, 2021. "The adoption of pricing from an organizational perspective and its impact on relative firm performance," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 20(4), pages 390-402, August.

    More about this item

    Keywords

    product aspects identification; text mining; cluster analysis; feature selection;
    All these keywords.

    JEL classification:

    • C38 - Mathematical and Quantitative Methods - - Multiple or Simultaneous Equation Models; Multiple Variables - - - Classification Methdos; Cluster Analysis; Principal Components; Factor Analysis
    • C89 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - Other

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:men:journl:v:1:y:2015:i:2:p:83-92. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Ivo Andrle (email available below). General contact details of provider: https://edirc.repec.org/data/femencz.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.