In this paper, we delve into opinion mining and sentiment analysis of customer reviews posted on online e–Commerce portals such as Amazon.com. Specifically, we look at novel ways of automatic labelling of data for customer reviews by looking at the number of helpful votes and subsequently determine hidden factors that can explain why a customer review is more helpful or trustworthy in contrast ...

impact of supply chain drivers on supply chain performance has no far been studied. in this research we want identifying supply chain drivers, classifying them and examining their relationship with iran's supply chain performance. this research has innovation in identifying and classifying drivers and examining relationship between drivers and supply chain performance we used bsc for assessing ...

The retail banking industry has known for many years that customer technology uptake is not a simple process. For example, phone banking and ATMs meet many customer needs, but have not replaced bank branches. The Internet adds a further complexity to the customer-technology relationship. In this paper I review the development of the Internet, and examine what success has been achieved in develo...

In e-commerce systems, customer reviews are important information for understanding market feedbacks on certain commodities. However, accurate analyzing reviews is challenging due to the complexity of natural language processing and informal descriptions in reviews. Existing methods mainly focus on studying efficient algorithms that cannot guarantee the accuracy for review analysis. Crowdsourci...

Prepaid customers in mobile telecommunications are not bound by a contract and can therefore change operators (‘churn’) at their convenience and without notification. This makes the task of predicting prepaid churn both challenging and financially rewarding. This paper presents an explorative, real world study of prepaid churn modeling by varying the experimental setup on three dimensions: data...

Online shoppers are increasingly relying on electronic word-of-mouth (eWOM), which refers to Internet-mediated opinions and recommendations on products and services from experienced consumers, to optimize their purchase decisions and reduce purchase risks. Anchored on the attribution theories, this research investigates how consumers would process and respond to the rich information provided by...

Textual customer feedback data, e.g., received by surveys or incoming customer email notifications, can be a rich source of information with many applications in Customer Relationship Management (CRM). Nevertheless, to date this valuable source of information is often neglected in practice, as service managers would have to read manually through potentially large amounts of feedback text docume...

This paper develops and investigates a framework for the assessment of customer involvement in the service design process of result oriented product-service systems in order to improve the service offering in a business-to-business (B2B) context. The framework comprises five main criteria and fifteen sub-criteria that contribute to customer involvement in a hierarchy using a maturity grid to hi...

As digitization makes customer migration easier and more attractive, managing customer recovery becomes increasingly important for organizations. In this context, the challenge is to avoid two error types that can occur with customer relation recovery. First, mistakenly investing in customer relations that are active (“alive”), and, second, mistakenly not investing in migrated customer relation...

price fairness and price satisfaction is one the most important fields in pricing and also in customer satisfaction. in this research, first the dimensions of price fairness, price satisfaction, customer satisfaction, and customer loyalty are extracted from marketing literature, then five hypotheses are developed. in proposed model, price fairness has direct impact on price satisfaction, custom...