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Past work that improves document-level sentiment analysis by encoding user and product information has been limited to considering only the text of the current review. We investigate incorporating additional review text available at the…
For the successful development and implementation of novel concepts and technology, the acceptance of potential users is crucial. Therefore, within the project HorizonUAM of the German Aerospace Center (DLR), we investigated passengers'…
Online reviews play an integral part for success or failure of businesses. Prior to purchasing services or goods, customers first review the online comments submitted by previous customers. However, it is possible to superficially boost or…
Since culture influences expectations, perceptions, and satisfaction, a cross-culture study is necessary to understand the differences between Japan's biggest tourist populations, Chinese and Western tourists. However, with ever-increasing…
In today's digitized world, software systems must support users in understanding both how to interact with a system and why certain behaviors occur. This study investigates whether explanation needs, classified from user reviews, can be…
Passengers' experience is becoming a key metric to evaluate the air transportation system's performance. Efficient and robust tools to handle airport operations are needed along with a better understanding of passengers' interests and…
One of the first things to do while planning a trip is to book a good place to stay. Booking a hotel online can be an overwhelming task with thousands of hotels to choose from, for every destination. Motivated by the importance of these…
Explainability, i.e. the ability of a system to explain its behavior to users, has become an important quality of software-intensive systems. Recent work has focused on methods for generating explanations for various algorithmic paradigms…
This study applies text mining to analyze customer reviews and automatically assign a collective restaurant star rating based on five predetermined aspects: ambiance, cost, food, hygiene, and service. The application provides a web and…
Mobile apps are one of the building blocks of the mobile digital economy. A differentiating feature of mobile apps to traditional enterprise software is online reviews, which are available on app marketplaces and represent a valuable source…
We feel happy when web-browsing operations provide us with necessary information; otherwise, we feel bitter. How to measure this happiness (or bitterness)? How does the profile of happiness grow and decay during the course of web-browsing?…
This study investigates factors that may determine satisfaction in customer service operations. We utilized more than 170,000 online chat sessions between customers and agents to identify characteristics of chat sessions that incurred…
This study investigates how the layout and density of seats in aircraft cabins influence the pricing of airline tickets on domestic flights. The analysis is based on microdata from boarding passes linked to face-to-face interviews with…
Travel planning is a valuable yet complex task that poses significant challenges even for advanced large language models (LLMs). While recent benchmarks have advanced in evaluating LLMs' planning capabilities, they often fall short in…
Helpful reviews have been essential for the success of e-commerce services, as they help customers make quick purchase decisions and benefit the merchants in their sales. While many reviews are informative, others provide little value and…
Heuristics for user experience state that users will transfer their expectations from one product to another. A lack of consistency between products can increase users' cognitive friction, leading to frustration and rejection. This paper…
The popularity of distance education programs is increasing at a fast pace. En par with this development, online communication in fora, social media and reviewing platforms between students is increasing as well. Exploiting this information…
Online reviews are feedback voluntarily posted by consumers about their consumption experiences. This feedback indicates customer attitudes such as affection, awareness and faith towards a brand or a firm and demonstrates inherent…
Information in text is communicated in a way that supports a goal for its reader. Product reviews, for example, contain opinions, tips, product descriptions, and many other types of information that provide both direct insights, as well as…
Mobile app distribution platforms such as Google Play Store allow users to share their feedback about downloaded apps in the form of a review comment and a corresponding star rating. Typically, the star rating ranges from one to five stars,…