Managers’ Responses to Online Reviews for Improving Firm Performance: A Text Analytics Approach

2021 ◽  
Vol 49 (1) ◽  
pp. 699-728
Author(s):  
Tianjie Deng ◽  
◽  
Young-Jin Lee ◽  
Karen Xie ◽  
◽  
...  
Keyword(s):  
Firm Performance ◽  
Online Reviews ◽  
Text Analytics

scholarly journals A Text Analytics-Based Importance Performance Analysis and Its Application to Airline Service

2019 ◽  
Vol 11 (21) ◽  
pp. 6153 ◽  
Author(s):  
Seungju Nam ◽  
Hyun Cheol Lee
Keyword(s):  
Firm Performance ◽  
Performance Analysis ◽  
Latent Dirichlet Allocation ◽  
Online Reviews ◽  
Text Analytics ◽  
Service Experience ◽  
Customer Perceptions ◽  
Statistical Correlations ◽  
Air Transport Industry ◽  
Service Experiences

We introduce a new importance-performance analysis (IPA) methodology while making use of direct service experience perceptions represented by online reviews with numerical ratings. The proposed IPA, which we call the text analytics-based IPA (TAIPA), allows the real-time calculation of importance using the probability distribution of word frequency via the latent Dirichlet allocation (LDA) application to online reviews, and of performance using numerical rating values. The importance is also adjusted with the help of a sentiment analysis of online reviews to provide more precise measurements for service experience perceptions. To ensure an evaluation of the entire service process, we employ service encounters, in which service experiences occur and thus most customer perceptions are created, as a set of attributes composed of LDA topics that contain direct perceptions of service experiences. We investigate statistical correlations between TAIPA calculations and typical benchmarks of firm performance in the air-transport industry to verify how effective the proposed TAIPA is with respect to the degree that customer satisfaction is represented. As a primary result, TAIPA is more effective than comparison targets in that it shows stronger correlations with firm performance. TAIPA is specialized in determining which service step (i.e., a one-to-one relationship with a service encounter) needs to be improved. Moreover, TAIPA is flexible in considering multiple competitors.

ANALYSING SENTIMENTS OF ONLINE REVIEWS ON RESTAURANTS IN MALAYSIA USING PREDICTIVE TEXT ANALYTICS

2018 ◽  
Vol 2018 ◽  
pp. 200-200
Author(s):  
Kok Wei Khong ◽  
◽  
Fon Sim Ong ◽  
Babajide AbuBakr Muritala ◽  
Ken Kyid Yeoh
Keyword(s):  
Online Reviews ◽  
Text Analytics

scholarly journals The Employee Is Always Right: Employee Satisfaction and Corporate Performance in Brazil

2019 ◽  
Vol 23 (6) ◽  
pp. 739-764 ◽  
Author(s):  
Alexandre Di Miceli da Silveira
Keyword(s):  
Firm Performance ◽  
Firm Value ◽  
Employee Satisfaction ◽  
Corporate Performance ◽  
Poor Performance ◽  
Well Being ◽  
Online Reviews ◽  
Superior Performance ◽  
Four Dimensions ◽  
Intrinsic Motivators

Abstract I investigate the effect of employee satisfaction on corporate performance based on an extensive dataset of 114,004 online reviews of Brazil’s 1,000 largest listed and unlisted firms from 2013 to 2018 posted at a local subsidiary of Glassdoor. I find that overall employee satisfaction is positively associated with firm performance and that this relationship is likely to be economically relevant. Among the four dimensions of employee well-being, the link with performance is most evident for the dimension on culture, followed by career opportunities. On the other hand, the dimension on compensation and benefits was the least connected with firm performance. Taken together, these results support the view that intrinsic motivators are more relevant for superior performance than extrinsic ones popularized by the carrot and stick approach to management. I also find that the influence of employee satisfaction on performance is likely to be asymmetrical, in the sense that workplaces characterized by low satisfaction among workers are more likely to lead to poor performance than best-in-class companies are likely to produce superior performance. To my knowledge, this is the first paper to document an asymmetrical link between firm value and employee satisfaction, as well the first one to investigate this issue in an emerging economy using online reviews.

Measuring Customer Agility from Online Reviews Using Big Data Text Analytics

2018 ◽  
Vol 35 (2) ◽  
pp. 510-539 ◽  
Author(s):  
Shihao Zhou ◽  
Zhilei Qiao ◽  
Qianzhou Du ◽  
G. Alan Wang ◽  
Weiguo Fan ◽  
...  
Keyword(s):  
Big Data ◽  
Online Reviews ◽  
Text Analytics

scholarly journals Managerial Responses to Online Reviews: A Text Analytics Approach

2019 ◽  
Vol 30 (2) ◽  
pp. 315-327 ◽  
Author(s):  
Jie Sheng ◽  
Joseph Amankwah‐Amoah ◽  
Xiaojun Wang ◽  
Zaheer Khan
Keyword(s):  
Online Reviews ◽  
Text Analytics

scholarly journals Improving peer-to-peer accommodation service based on text analytics

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Carmen Kar Hang Lee ◽  
Ying Kei Tse
Keyword(s):  
Process Analysis ◽  
Good Condition ◽  
Online Reviews ◽  
Peer To Peer ◽  
Hot Water ◽  
Service Improvement ◽  
Poor Sleep ◽  
Text Analytics ◽  
Content Type ◽  
Consumer Experiences

PurposeThis paper aims to identify key service attributes in peer-to-peer (P2P) accommodation from online reviews and formulate service improvement strategies based on the unsatisfactory service encounters mined from the reviews.Design/methodology/approachThe methodology involves topic modelling using latent Dirichlet allocation, sentiment analysis and process analysis based on process chain network (PCN).FindingsThe text analytics results showed that negative P2P accommodation experiences are caused by the lack of hot water for shower, poor sleep quality and unpleasant check-in.Research limitations/implicationsThe PCN analysis shows that the surrogate interactions of the P2P accommodation platform with both the guest and the host impact consumer experiences. This highlights that the key to managing consumer experiences lies in the non-human resources such as information, rather than direct interactions between process entities.Practical implicationsThe information on the P2P accommodation platform should be in a more interactive format such as video and 360 degrees camera. Hosts should ensure a good condition of the physical products such as water heaters and beds before guests' arrival. Professional videography and handyperson services should be provided by the platform to help hosts deliver a preferred consumer experience. Flexible and strict check-in polices should also be introduced to smoothen the check-in process.Originality/valueThis study is built on multi-attribute utility theory. It is also one of the first to study P2P accommodation services from an operations management perspective. It demonstrates how text analytics serves as an additional supplement for service improvement.

scholarly journals The Sustainability of Cruise Tourism Onshore: The Impact of Crowding on Visitors’ Satisfaction

2019 ◽  
Vol 11 (6) ◽  
pp. 1510 ◽  
Author(s):  
Silvia Sanz-Blas ◽  
Daniela Buzova ◽  
Walesska Schlesinger
Keyword(s):  
Online Reviews ◽  
Text Analytics ◽  
Negative Effects ◽  
High Satisfaction ◽  
Cruise Tourism ◽  
Negative Effect ◽  
Tourism Activity ◽  
The Impact ◽  
Human Crowding

The sustainability of cruise tourism has been questioned in relation to its negative effects on ports of call, among which crowding has recently become more pronounced. However, an understanding of how crowdedness influences cruise tourists’ experience onshore is lacking. The study analyzed online reviews on onshore experiences in the main European ports of call through Leximancer, an automated text analytics software. The results revealed that the perceived destination crowding was not always negatively evaluated by tourists, but was also discussed as a factor adding up to the authenticity of the visit under certain circumstances. Nevertheless, the evidence indicates that only human crowding might be positively assessed, while the spatial crowdedness was always reported as detracting from the enjoyment of the visit. The analysis also showed that the crowding phenomenon was represented differently in the accounts of the low, average and high satisfaction cruise tourists’ groups. The role of the guide, as well as the attractiveness of the sightseeing were identified as factors that can ameliorate the negative effect of crowding on the destination visit. The findings yield relevant implications for all actors involved in the cruise tourism activity, which should manage destination crowdedness in a more sustainably innovative way.

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