Extracting Customer Perceptions of Product Sustainability From Online Reviews

2019 ◽  
Author(s):  
Nasreddine El-Dehaibi ◽  
Erin F. MacDonald
Keyword(s):  
Learning Algorithm ◽  
Design Method ◽  
Online Reviews ◽  
Environmental Aspects ◽  
Customer Perceptions ◽  
Product Features ◽  
Negative Perceptions ◽  
Sustainable Product ◽  
Social Environmental ◽  
Sharp Corners

Abstract In order for a sustainable product to be successful in the market, designers must create products that are not only sustainable in reality, but are also sustainable as perceived by the customer — and reality vs. perception of sustainability can be quite different. This paper details a design method to identify perceived sustainable features (PerSFs) by collecting online reviews, manually annotating them using crowd-sourced work, and processing the annotated review fragments with a Natural Language machine learning algorithm. We analyze all three pillars of sustainability — social, environmental, and economic — for positive and negative perceptions of product features of a French press coffee carafe. For social aspects, the results show that positive PerSFs are associated with intangible features, such as giving the product as a gift, while negative PerSFs are associated with tangible features perceived as unsafe, like sharp corners. For environmental aspects, positive PerSFs are associated with reliable materials like metal while negative PerSFs are associated with the use of plastic. For economic aspects, PerSFs mainly serve as a price constraint for designers to satisfy other customer perceptions. We also show that some crucial sustainability concerns related to environmental aspects, like energy and water consumption, did not have a significant impact on customer sentiment, thus demonstrating the anticipated gap in sustainability perceptions and the realities of sustainable design, as noted in previous literature. From these results, online reviews can enable designers to extract PerSFs for further design study and to create products that resonate with customers’ sustainable values.

Extracting Customer Perceptions of Product Sustainability From Online Reviews

2019 ◽  
Vol 141 (12) ◽  
Author(s):  
Nasreddine El Dehaibi ◽  
Noah D. Goodman ◽  
Erin F. MacDonald
Keyword(s):  
Learning Algorithm ◽  
Design Method ◽  
Online Reviews ◽  
Environmental Aspects ◽  
Customer Perceptions ◽  
Product Features ◽  
Negative Perceptions ◽  
Sustainable Product ◽  
Social Environmental ◽  
Sharp Corners

Abstract In order for a sustainable product to be successful in the market, designers must create products that are not only sustainable in reality but are also sustainable as perceived by the customer—and reality versus perception of sustainability can be quite different. This paper details a design method to identify perceptions of sustainable features (PerSFs) by collecting online reviews, manually annotating them using crowdsourced work, and processing the annotated review fragments with a natural language machine learning algorithm. We analyze all three pillars of sustainability—social, environmental, and economic—for positive and negative perceptions of product features of a French press coffee carafe. For social aspects, the results show that positive PerSFs are associated with intangible features, such as giving the product as a gift, while negative PerSFs are associated with tangible features perceived as unsafe, like sharp corners. For environmental aspects, positive PerSFs are associated with reliable materials like metal while negative PerSFs are associated with the use of plastic. For economic aspects, PerSFs mainly serve as a price constraint for designers to satisfy other customer perceptions. We also show that some crucial sustainability concerns related to environmental aspects, like energy and water consumption, did not have a significant impact on customer sentiment, thus demonstrating the anticipated gap in sustainability perceptions and the realities of sustainable design, as noted in previous literature. From these results, online reviews can enable designers to extract PerSFs for further design study and to create products that resonate with customers' sustainable values.

Validating Perceived Sustainable Design Features Using a Novel Collage Approach

2021 ◽  
Author(s):  
Nasreddine El-Dehaibi ◽  
Ting Liao ◽  
Erin F. MacDonald
Keyword(s):  
Natural Language Processing ◽  
Natural Language ◽  
Language Processing ◽  
Sustainable Design ◽  
Design Method ◽  
Online Reviews ◽  
Design Features ◽  
Customer Perceptions ◽  
Product Features ◽  
Social Environmental

Abstract Fierce e-commerce competition challenges designers to differentiate their products on platforms such as Amazon. To achieve this differentiation, designers must first understand how customers perceive product features. This paper builds on our previous work where we extracted features perceived as sustainable for French Press coffee carafes using annotations of Amazon reviews and natural language processing (NLP). We identified a gap between customer perceptions of sustainability and engineered sustainability. We now test our findings with a relatively new design method of collage placement and investigate how designers can use perceived features to set their products apart. We created collage activities for participants to evaluate French Press products on the three aspects of sustainability: social, environmental, and economic, and on how much they like the products. During the activity participants placed products along the two axes of the collage, sustainability and likeability, and labeled products with descriptive features that we provided. We found that participants more often selected features perceived as sustainable when placing products higher on the sustainability axis, demonstrating that these features resonated with customers. We also measured a low correlation between the two-axes of the collage activity, indicating that perceived sustainability and likeability can be measured separately. In addition, we found that product perceptions across sustainability aspects may differ between demographics. Based on these results, we confirm that features perceived as sustainable that are extracted from online reviews resonate with customers when thinking of various sustainability aspects and that the collage is an effective tool for assessing sustainability perceptions.

Validating Perceived Sustainable Design Features Using a Novel Collage Approach

2021 ◽  
pp. 1-46
Author(s):  
Nasreddine El Dehaibi ◽  
Ting Liao ◽  
Erin F. MacDonald
Keyword(s):  
Natural Language Processing ◽  
Natural Language ◽  
Language Processing ◽  
Sustainable Design ◽  
Design Method ◽  
Online Reviews ◽  
Design Features ◽  
Sustainable Products ◽  
Low Correlation ◽  
Social Environmental

Abstract Designers are challenged to create sustainable products that resonate with customers, often focusing on engineered sustainability while neglecting perceived sustainability. We previously proposed a method for extracting perceived sustainable features from online reviews using annotations and natural language processing, testing our method with French press coffee carafes. We identified that perceived sustainability may not always align with engineered sustainability. We now investigate how designers can validate perceived features extracted from online reviews using a relatively new design method of collage placement where participants drag and drop products on a collage and select features from a drop-down menu. We created collage activities for participants to evaluate French press products on the three aspects of sustainability: social, environmental, and economic, and on how much they like the products. During the activity participants placed products along the two axes of the collage, sustainability and likeability, and labeled products with descriptive features. We found that participants more often selected our previously extracted features when placing products higher on the sustainability axis, validating that the perceived sustainable features resonate with users. We also measured a low correlation between the two-axes of the collage activity, indicating that perceived sustainability and likeability can be measured separately. In addition, we found that product perceptions across sustainability aspects may differ between demographics. Based on these results, we confirm that the collage is an effective tool for validating sustainability perceptions and that features perceived as sustainable from online reviews resonate with customers when thinking of various sustainability aspects.

Automatic verification method of progressive image model matching information based on machine learning

2021 ◽  
pp. 1-10
Author(s):  
Jie Yuan ◽  
Yuan Ji ◽  
Zhou Zhu ◽  
Liya Huang ◽  
Junfeng Qian ◽  
...  
Keyword(s):  
Machine Learning ◽  
Learning Algorithm ◽  
Design Method ◽  
Large Error ◽  
Model Matching ◽  
Target Image ◽  
Image Model ◽  
Verification Method ◽  
Low Performance

In order to solve the problems of large error and low performance of traditional progressive image model matching information checking methods, an automatic progressive image model matching information checking method based on machine learning is proposed. The generation method of progressive image is analyzed, and the target image sample is obtained. On this basis, machine learning algorithm is used to segment progressive image samples. In each image segmentation part, crawler technology is used to automatically collect progressive image model matching information, and under the constraint of image model matching information checking standard, automatic checking of progressive image model matching information is realized from geometric structure, image content and other aspects. Experimental results show that the verification error of the design method is reduced by 0.687 Mb, and the quality of progressive image is improved.

Partisipasi Masyarakat dalam Pengembangan Objek Wisata Srambang Park (Studi Kasus Wisata Srambang Park)

2021 ◽  
Vol 6 (4) ◽  
pp. 123
Author(s):  
Erysa Nimastuti ◽  
Agung Wibowo ◽  
Eny Lestari
Keyword(s):  
Community Participation ◽  
Taxi Driver ◽  
Tourist Attraction ◽  
Environmental Aspects ◽  
Inhibiting Factor ◽  
The Government ◽  
Social Environmental ◽  
Motorcycle Taxi ◽  
Motivation To Participate ◽  
The Impact

Tourism object is one of the important sectors for the country because it contributes quite a lot of foreign exchange. Tourism objects require management in periodic and sustainable development. The development of regional things cannot be separated from the participation of the community and the government. This study aims to analyze community participation in the development of Srambang Park tourism objects, including community participation in the participation stages, supporting and inhibiting factors of development, motivation to participate, and developing the impact of tourism objects on economic, social environmental aspects. The research method used in this research is descriptive qualitative. The research was conducted on 20-25 May 2021 with seven informants. The research location is in Srambang Park, Girimulyo Village, Paron District, Ngawi Regency. The results of the study indicate that community participation is very active in the development of tourism objects. This activity can be reflected in the community's involvement in the tourist attraction by becoming a motorcycle taxi driver, parking attendant, trader, and employee. Supporting factors include tourist attraction, marketing, infrastructure, and stakeholders. The inhibiting factor for the development of tourism objects is the existence of a pandemic that occurred in early 2020. The motivation of the community to participate in the development of tourism objects is because of the opportunities, desires, and needs. The impact arising from the existence of a tourist attraction is an average positive economic, social and environmental impact.

scholarly journals A Comparative Study of Customer Perceptions of Urban and Rural Bed and Breakfasts in Beijing: An Analysis of Online Reviews

2021 ◽  
Vol 13 (20) ◽  
pp. 11303
Author(s):  
Xin Zhang ◽  
Jiaming Liu ◽  
He Zhu ◽  
Zongcai Huang ◽  
Shuying Zhang ◽  
...  
Keyword(s):  
Sustainable Development ◽  
Comparative Study ◽  
Public Transportation ◽  
Local Governments ◽  
Service Design ◽  
Online Reviews ◽  
Influential Factor ◽  
The Sustainable Development ◽  
Customer Perceptions ◽  
Design Style

The differences between urban and rural B&Bs should be emphasized, which is critical for the sustainable development of the B&B industry. This study identified and compared the topics that customers were concerned about for urban and rural B&Bs in Beijing by analyzing 13,241 online reviews obtained from the website Ctrip. The results showed that customers focused on 10 common topics: “room”, “location”, “host”, “experience”, “surroundings”, “facilities”, “service”, “design/style”, “value”, and “entertainment”. However, the importance of each topic varied between urban and rural B&Bs. Customers paid more attention to the room. Urban B&B customers were more concerned about location. The convenience of urban B&Bs was more prominent than that of rural B&Bs, especially in terms of public transportation and commercial services. While rural B&B customers were more concerned about experience, service, design/style, and entertainment. In addition, the “host” is the most crucial and influential factor in the development of B&Bs. This study made contributions to customer perceptions of B&Bs from a comparative perspective and enriched the understanding of the characteristics of urban and rural B&Bs. In the part of practice, this study might provide enlightenment for B&B operators and local governments to take measures for B&Bs sustainable development.

Company Response to Negative Online Reviews: The Effects of Procedural Justice, Interactional Justice, and Social Presence

2020 ◽  
Vol 61 (3) ◽  
pp. 312-331 ◽  
Author(s):  
Eric D. Olson ◽  
Heejung Ro
Keyword(s):  
Procedural Justice ◽  
Social Presence ◽  
Interactional Justice ◽  
Online Reviews ◽  
Purchase Intentions ◽  
Mediating Effect ◽  
Negative Effects ◽  
Customer Perceptions ◽  
A Company ◽  
Potential Customers

This research investigates how potential customers evaluate a company response to negative online reviews. Integrating the literature on perceived justice in service recovery, social presence in online communications, and signaling in trust formation process, this research examines the effects of procedural justice, interactional justice, and social presence in the company’s response to negative online reviews on potential customers’ trust and purchase intentions toward a company. A 2 × 2 × 2 between-subject experimental design is utilized, and 410 participants are recruited through a consumer panels firm. Main results include the three-way interaction effect of procedural justice, interactional justice, and social presence on trust and the mediating effect of trust. Social presence exacerbates the negative effects on trust when both interactional justice and procedural justice are low in the company response. However, the social presence effect becomes small in increasing trust when both interactional justice and procedural justice are high in the company response. Trust mediates the relationship between customer perceptions of company response and purchase intentions. This research provides practical implications for hospitality companies on how to effectively respond to negative online reviews.

Product Quality Assessment Based on Online Reviews

2019 ◽  
Vol 11 (3) ◽  
pp. 81-97
Author(s):  
Chao Li ◽  
Jun Xiang ◽  
Shiqiang Chen
Keyword(s):  
Quality Assessment ◽  
Product Quality ◽  
Opinion Mining ◽  
Online Reviews ◽  
Product Reviews ◽  
Product Features ◽  
Related Quality ◽  
Quality Dimensions

Reviews can reflect the degree of consumers' satisfaction and views on product quality, and consumers tend to read product reviews and then get helpful information about product quality before placing an order in e-commerce platforms. However, the existing research mainly focus on the assessment of review quality, fake review detection, opinion mining, and there is little research to assess product quality from the perspectives of product features based on reviews objectively and quantifialy. Therefore, the authors propose a method to assess product quality based on reviews in a granularity of product feature. The authors define the related quality dimensions and develop the corresponding assessment models, assess the review quality crawled from an e-commerce platform, then extract product features and opinion words from the quality reviews, and finally assess product quality on the extracted and consumer-concerned features. Experiment results demonstrate the methodology can achieve the assessment of product quality on any feature objectively and quantificationally.

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