设计具有文本挖掘功能的自适应反馈机制:以 eBay 为例

IF 7.1 3区 管理学 Q1 BUSINESS
Lucian Visinescu, Nicholas Evangelopoulos
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引用次数: 0

摘要

这项研究考察了电子市场当前的反馈机制设计,注意到了反馈意见利用率低的缺点,并提出了一种替代设计,即利用文本挖掘来揭示潜在的服务质量/客户满意度维度,否则这些维度可能会被忽视。我们观察到许多反馈机制的僵化性,它们将用户的反馈限制在狭小的选项范围内,因此我们利用适应性理论原则提出了一种新反馈机制的设计方案。我们提出的反馈机制设计借鉴了三项研究:(1) 第一项研究表明,反馈意见包含未观察到的动态潜在服务质量/客户满意度维度;(2) 第二项研究表明,一些动态潜在的服务质量/客户满意度维度比目前电子市场上存在的僵化的先验服务质量/客户满意度维度更重要;(3) 第三项研究表明,一旦被揭示,提取的服务质量/客户满意度维度有可能改变根据僵化的先验服务质量/客户满意度维度形成的行为意图。最后,我们提供了如何利用文本挖掘实施自适应反馈机制的步骤,以此结束我们的研究。
本文章由计算机程序翻译,如有差异,请以英文原文为准。

Designing adaptive feedback mechanisms with text mining capabilities: An illustration on eBay

Designing adaptive feedback mechanisms with text mining capabilities: An illustration on eBay

This research looks at current feedback mechanisms design at an electronic marketplace, notices the shortcomings of underutilized feedback comments, and proposes an alternative design that uses text mining to reveal latent service quality/customer satisfaction dimensions, otherwise potentially unnoticed. We observed the rigidity of many feedback mechanisms that confine users to leave feedback on a narrow palette of options, and we used adaptability theory principles to propose the design of a new feedback mechanism. The proposed feedback mechanism design draws on three studies: (1) the first study shows that feedback comments contain unobserved dynamically latent service quality/customer satisfaction dimensions, (2) the second study shows that some of the dynamically latent service quality/customer satisfaction dimensions are more important than the rigid a priori service quality/customer satisfaction dimensions existent at current electronic marketplaces, and (3) the third study shows that, when revealed, extracted service quality/customer satisfaction dimensions have the potential to change behavioral intentions formed on rigid a priori established service quality/customer satisfaction dimensions. We conclude our research by providing steps on how to implement an adaptive feedback mechanism using text mining.

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来源期刊
Electronic Markets
Electronic Markets Multiple-
CiteScore
14.80
自引率
15.30%
发文量
85
期刊介绍: Electronic Markets (EM) stands as a premier academic journal providing a dynamic platform for research into various forms of networked business. Recognizing the pivotal role of information and communication technology (ICT), EM delves into how ICT transforms the interactions between organizations and customers across diverse domains such as social networks, electronic commerce, supply chain management, and customer relationship management. Electronic markets, in essence, encompass the realms of networked business where multiple suppliers and customers engage in economic transactions within single or multiple tiers of economic value chains. This broad concept encompasses various forms, including allocation platforms with dynamic price discovery mechanisms, fostering atomistic relationships. Notable examples originate from financial markets (e.g., CBOT, XETRA) and energy markets (e.g., EEX, ICE). Join us in exploring the multifaceted landscape of electronic markets and their transformative impact on business interactions and dynamics.
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