Article

Needs-based analysis of online customer reviews

Author:

Thomas Y. LeeAuthors Info & Claims

ICEC '07: Proceedings of the ninth international conference on Electronic commerce

Pages 311 - 318

https://doi.org/10.1145/1282100.1282159

Published: 19 August 2007 Publication History

Abstract

Needs-based analysis lies at the intersection of product marketing and new product development. It is the study of why consumers purchase and what they do with those purchases. In a world of mass-customization and one-to-one marketing, anticipating the customer's needs is a key competitive advantage. In this paper, we consider a new approach to supplement traditional methods for assessing rapidly changing user needs. We model the knowledgebase of online customer reviews as a matrix of reviews relating customer needs to product attributes. In a hierarchical two-stage process, we first use association rules to cluster related attributes and needs into hyper-edges. In a second application of association rule mining, we search for hyper-rules relating hyperedges. The method is demonstrated on 10,500 customer reviews over two unrelated product domains, digital cameras and vacuum cleaners.

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Cited By

Belhadi AKamble SBenkhati IGupta SMangla S(2023)Does strategic management of digital technologies influence electronic word-of-mouth (eWOM) and customer loyalty? Empirical insights from B2B platform economyJournal of Business Research10.1016/j.jbusres.2022.113548156(113548)Online publication date: Feb-2023
https://doi.org/10.1016/j.jbusres.2022.113548
Seifian AShokouhyar SBahrami M(2023)Exploring customers’ purchasing behavior toward refurbished mobile phones: a cross-cultural opinion mining of amazon reviewsEnvironment, Development and Sustainability10.1007/s10668-023-03804-xOnline publication date: 28-Aug-2023
https://doi.org/10.1007/s10668-023-03804-x
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Index Terms

Needs-based analysis of online customer reviews

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Published In

cover image ACM Other conferences

ICEC '07: Proceedings of the ninth international conference on Electronic commerce

August 2007

482 pages

ISBN:9781595937001

DOI:10.1145/1282100

Conference Chairs:
Maria Gini
University of Minnesota, USA
,
Robert J. Kauffman
Arizona State University, USA
,
General Chair:
Donna Sarppo
University of Minnesota, USA
,
Program Chairs:
Chris Dellarocas
University of Maryland, USA
,
Frank Dignum
Universiteit Utrecht, Netherlands

Copyright © 2007 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

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Publication History

Published: 19 August 2007

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ICEC07

ICEC07: Ninth International Conference on Electronic Commerce

August 19 - 22, 2007

MN, Minneapolis, USA

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Overall Acceptance Rate 150 of 244 submissions, 61%

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Cited By

Belhadi AKamble SBenkhati IGupta SMangla S(2023)Does strategic management of digital technologies influence electronic word-of-mouth (eWOM) and customer loyalty? Empirical insights from B2B platform economyJournal of Business Research10.1016/j.jbusres.2022.113548156(113548)Online publication date: Feb-2023
https://doi.org/10.1016/j.jbusres.2022.113548
Seifian AShokouhyar SBahrami M(2023)Exploring customers’ purchasing behavior toward refurbished mobile phones: a cross-cultural opinion mining of amazon reviewsEnvironment, Development and Sustainability10.1007/s10668-023-03804-xOnline publication date: 28-Aug-2023
https://doi.org/10.1007/s10668-023-03804-x
Sun BMao HYin C(2022)How to identify product defects and segment consumer groups on an online auto forumInternational Journal of Consumer Studies10.1111/ijcs.1278446:6(2270-2287)Online publication date: 11-Feb-2022
https://doi.org/10.1111/ijcs.12784
Krämer ABurgartz TKrämer ABurgartz T(2022)Kernfunktion Kundennutzen: Was sind die tatsächlichen Kundenbedürfnisse?Kundenwertzentriertes Management10.1007/978-3-658-36413-7_4(79-114)Online publication date: 13-May-2022
https://doi.org/10.1007/978-3-658-36413-7_4
Li SLiu FLu HZhang YLi YYu Z(2021)Product family lean improvement based on matching deep mining of customer group preferenceResearch in Engineering Design10.1007/s00163-021-00367-8Online publication date: 26-May-2021
https://doi.org/10.1007/s00163-021-00367-8
Eckstein LKühl NSatzger G(2021)Designing a Smart Service for Customer Need Identification in B2B Ticketing SystemsSmart Service Management10.1007/978-3-030-58182-4_15(167-178)Online publication date: 27-Jan-2021
https://doi.org/10.1007/978-3-030-58182-4_15
Li YZhang L(2020)Do online reviews truly matter? A study of the characteristics of consumers involved in different online review scenariosBehaviour & Information Technology10.1080/0144929X.2020.1759691(1-19)Online publication date: 6-May-2020
https://doi.org/10.1080/0144929X.2020.1759691
Ireland RLiu A(2018)Application of data analytics for product design: Sentiment analysis of online product reviewsCIRP Journal of Manufacturing Science and Technology10.1016/j.cirpj.2018.06.003Online publication date: Jul-2018
https://doi.org/10.1016/j.cirpj.2018.06.003
Qiao ZWang GZhou MFan W(2017)The Impact of Customer Reviews on Product Innovation: Empirical Evidence in Mobile AppsAnalytics and Data Science10.1007/978-3-319-58097-5_8(95-110)Online publication date: 7-Oct-2017
https://doi.org/10.1007/978-3-319-58097-5_8
Eckstein LKuehl NSatzger G(2016)Towards Extracting Customer Needs from Incident Tickets in IT Services2016 IEEE 18th Conference on Business Informatics (CBI)10.1109/CBI.2016.30(200-207)Online publication date: Aug-2016
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