{"title":"设计具有文本挖掘功能的自适应反馈机制:以 eBay 为例","authors":"Lucian Visinescu, Nicholas Evangelopoulos","doi":"10.1007/s12525-024-00719-x","DOIUrl":null,"url":null,"abstract":"<p>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.</p>","PeriodicalId":47719,"journal":{"name":"Electronic Markets","volume":null,"pages":null},"PeriodicalIF":7.1000,"publicationDate":"2024-08-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Designing adaptive feedback mechanisms with text mining capabilities: An illustration on eBay\",\"authors\":\"Lucian Visinescu, Nicholas Evangelopoulos\",\"doi\":\"10.1007/s12525-024-00719-x\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<p>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.</p>\",\"PeriodicalId\":47719,\"journal\":{\"name\":\"Electronic Markets\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":7.1000,\"publicationDate\":\"2024-08-03\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Electronic Markets\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://doi.org/10.1007/s12525-024-00719-x\",\"RegionNum\":3,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"BUSINESS\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Electronic Markets","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1007/s12525-024-00719-x","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"BUSINESS","Score":null,"Total":0}
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.
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.