NDLI: Latent customer needs elicitation for big-data analysis of online product reviews

Content Provider	IEEE Xplore Digital Library
Author	Zhou, F. Jiao, R.J.
Copyright Year	2015
Description	Author affiliation: George W. Woodruff Sch. of Mech. Eng., Georgia Inst. of Technol., Atlanta, GA, USA (Zhou, F.; Jiao, R.J.)
Abstract	Traditional customer needs elicitation methods are often time and cost consuming due to the linguistic analysis of customer needs. Furthermore, many of them are unable to identify latent customer needs, such as interviews and focus groups. This paper proposes a new paradigm of customer needs elicitation based on sentiment analysis of individual product attributes of online product reviews. Support vector machines are used to build prediction models built on the features extracted from a list of affective lexicons based on affective norms for English words and WordNet. The proposed method is able to compile sentiment information on individual product attributes. Such information greatly facilitates the process to elicit customer needs, especially latent ones. We also present a case study to show the potential and feasibility of the proposed method.
Starting Page	1850
Ending Page	1854
File Size	1703142
Page Count	5
File Format	PDF
e-ISBN	9781467380669
DOI	10.1109/IEEM.2015.7385968
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2015-12-06
Publisher Place	Singapore
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Support vector machines Training Sentiment analysis Refining Semantics Redundancy sentiment analysis online product reviews Latent customer needs elicitation Feature extraction
Content Type	Text
Resource Type	Article

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1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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