NDLI: Linguistic-based emotion analysis and recognition for measuring consumer satisfaction: an application of affective computing

Content Provider	Springer Nature Link
Author	Ren, Fuji Quan, Changqin
Copyright Year	2012
Abstract	A growing body of research suggests that affective computing has many valuable applications in enterprise systems research and e-businesses. This paper explores affective computing techniques for a vital sub-area in enterprise systems—consumer satisfaction measurement. We propose a linguistic-based emotion analysis and recognition method for measuring consumer satisfaction. Using an annotated emotion corpus (Ren-CECps), we first present a general evaluation of customer satisfaction by comparing the linguistic characteristics of emotional expressions of positive and negative attitudes. The associations in four negative emotions are further investigated. After that, we build a fine-grained emotion recognition system based on machine learning algorithms for measuring customer satisfaction; it can detect and recognize multiple emotions using customers’ words or comments. The results indicate that blended emotion recognition is able to gain rich feedback data from customers, which can provide more appropriate follow-up for customer relationship management.
Starting Page	321
Ending Page	332
Page Count	12
File Format	PDF
ISSN	1385951X
Journal	Information Technology and Management
Volume Number	13
Issue Number	4
e-ISSN	15737667
Language	English
Publisher	Springer US
Publisher Date	2012-08-22
Publisher Place	Boston
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	Affective computing Enterprise systems Linguistic feature Customer satisfaction Customer relationship management Marketing Information technology management Computer Communication Networks Operations Research/Decision Theory Data Structures, Cryptology and Information Theory Business/Management Science Business Information Systems
Content Type	Text
Resource Type	Article
Subject	Business, Management and Accounting Information Systems Communication

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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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