相关论文: Positivity Bias in Customer Satisfaction Ratings

In this work, we explore the constructive side of online reviews: advice, tips, requests, and suggestions that users provide about goods, venues, services, and other items of interest. To reduce training costs and annotation efforts needed…

Research on customer satisfaction has increased substantially in recent years. However, the relative importance and relationships between different determinants of satisfaction remains uncertain. Moreover, quantitative studies to date tend…

Offline evaluations of recommender systems attempt to estimate users' satisfaction with recommendations using static data from prior user interactions. These evaluations provide researchers and developers with first approximations of the…

With the proliferation of its applications in various industries, sentiment analysis by using publicly available web data has become an active research area in text classification during these years. It is argued by researchers that…

Communication success relies heavily on reading participants' reactions. Such feedback is especially important for mental health counselors, who must carefully consider the client's progress and adjust their approach accordingly. However,…

The development of an automatic way to extract user opinions about products, movies, and foods from online social network (OSN) interactions is among the main interests of sentiment analysis and opinion mining studies. Existing approaches…

User satisfaction is closely related to enterprises, as it not only directly reflects users' subjective evaluation of service quality or products, but also affects customer loyalty and long-term business revenue. Monitoring and…

Understanding customer sentiments is of paramount importance in marketing strategies today. Not only will it give companies an insight as to how customers perceive their products and/or services, but it will also give them an idea on how to…

This study seeks to better understand the network characteristics of client support teams by analyzing the teams' e-mail communication networks and comparing it to client organization's satisfaction. In collaboration with a large service…

The 'old world' instrument, survey, remains a tool of choice for firms to obtain ratings of satisfaction and experience that customers realize while interacting online with firms. While avenues for survey have evolved from emails and links…

One of the goals of every business enterprise is to increase customer loyalty. The degree of customer loyalty is called customer quality which its forecasting will affect strategic marketing practices. The purpose of this study is to…

Online consumer reviews play a crucial role in guiding purchase decisions by offering insights into product quality, usability, and performance. However, the increasing volume of user-generated reviews has led to information overload,…

Listening to user's requirements is crucial to building and maintaining high quality software. Online software user feedback has been shown to contain large amounts of information useful to requirements engineering (RE). Previous studies…

E-commerce dominates a large part of the world's economy with many websites dedicated to online selling products. The vast majority of e-commerce websites provide their customers with the ability to express their opinions about the…

Sentiment analysis is one of the fastest spreading research areas in computer science, making it challenging to keep track of all the activities in the area. We present a customer feedback reviews on product, where we utilize opinion…

Rating-based summary statistics are ubiquitous in e-commerce, and often are crucial components in personalized recommendation mechanisms. Largely left unexplored, however, is the issue to what extent the descriptives of rating distributions…

The impact of user satisfaction in policy learning task-oriented dialogue systems has long been a subject of research interest. Most current models for estimating the user satisfaction either (i) treat out-of-context short-texts, such as…

We consider the problem of personalization of online services from the viewpoint of ad targeting, where we seek to find the best ad categories to be shown to each user, resulting in improved user experience and increased advertisers'…

Negative reviews, the poor ratings in postpurchase evaluation, play an indispensable role in e-commerce, especially in shaping future sales and firm equities. However, extant studies seldom examine their potential value for sellers and…

Reward-driven proactive dialogue agents require precise estimation of user satisfaction as an intrinsic reward signal to determine optimal interaction strategies. Specifically, this framework triggers clarification questions when detecting…