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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…
This paper examines the effect of two-sided argumentation on the perceived helpfulness of online consumer reviews. In contrast to previous works, our analysis thereby sheds light on the reception of reviews from a language-based…
The exponential growth of online social network platforms and applications has led to a staggering volume of user-generated textual content, including comments and reviews. Consequently, users often face difficulties in extracting valuable…
The impact of ratings on a restaurant plays a major role in attracting future customers to that restaurant. The word of mouth has been systematically replaced with the online reviews. It gives a sense of satisfaction for people to know…
Social media platforms and online forums generate rapid and increasing amount of textual data. Businesses, government agencies, and media organizations seek to perform sentiment analysis on this rich text data. The results of these…
E-commerce platforms generate vast volumes of user feedback, such as star ratings, written reviews, and comments. However, most recommendation engines rely primarily on numerical scores, often overlooking the nuanced opinions embedded in…
In this paper we investigate the verbal expression of shopping experience obtained by a sample of customers asked to freely verbalize how they felt when entering a store. Using novel tools of Text Mining and Social Network Analysis, we…
Customers' emotions play a vital role in the service industry. The better frontline personnel understand the customer, the better the service they can provide. As human emotions generate certain (unintentional) bodily reactions, such as…
We present a novel summarization framework for reviews of products and services by selecting informative and concise text segments from the reviews. Our method consists of two major steps. First, we identify five frequently occurring…
Automatic analysis of customer data for businesses is an area that is of interest to companies. Business to business data is studied rarely in academia due to the sensitive nature of such information. Applying natural language processing…
E-Commerce (EC) websites provide a large amount of useful information that exceed human cognitive processing ability. In order to help customers in comparing alternatives when buying a product, previous studies designed opinion…
Recommendation based on user preferences is a common task for e-commerce websites. New recommendation algorithms are often evaluated by offline comparison to baseline algorithms such as recommending random or the most popular items. Here,…
Product review nowadays has become an important source of information, not only for customers to find opinions about products easily and share their reviews with peers, but also for product manufacturers to get feedback on their products.…
The maintenance of big cities public transport service quality requires constant monitoring, which may become an expensive and time-consuming practice. The perception of quality, from the users point of view is an important aspect of…
A restaurant dinner may become a memorable experience due to an unexpected aspect enjoyed by the customer, such as an origami-making station in the waiting area. If aspects that are atypical for a restaurant experience were known in…
With the rise of voice assistants and an increase in mobile search usage, natural language has become an important query language. So far, most of the current systems are not able to process these queries because of the vagueness and…
"What other people think" has always been an important piece of information during various decision-making processes. Today people frequently make their opinions available via the Internet, and as a result, the Web has become an excellent…
To study users' travel behaviour and travel time between origin and destination, researchers employ travel surveys. Although there is consensus in the field about the potential, after over ten years of research and field experimentation,…
With the development of the E-commerce and reviews website, the comment information is influencing people's life. More and more users share their consumption experience and evaluate the quality of commodity by comment. When people make a…
In the last decade, online customer reviews increasingly exert influence on consumers' decision when booking accommodation online. The renewal importance to the concept of word-of mouth is reflected in the growing interests in investigating…