scholarly journals MODELLING CONSUMER SATISFACTION BASED ON ONLINE REVIEWS USING THE IMPROVED KANO MODEL FROM THE PERSPECTIVE OF RISK ATTITUDE AND ASPIRATION

2021 ◽  
Vol 0 (0) ◽  
pp. 1-33
Author(s):  
Meng Zhao ◽  
Chen-xi Zhang ◽  
Yi-qi Hu ◽  
Ze-shu Xu ◽  
Hao Liu
Keyword(s):  
Consumer Satisfaction ◽  
Risk Attitude ◽  
Online Reviews ◽  
Risk Attitudes ◽  
Service Improvement ◽  
Product Attributes ◽  
Kano Model ◽  
Total Utility ◽  
Hotel Service ◽  
Data Source

With the development of e-commerce, an increasing number of online reviews can serve as a promising data source for enterprises to improve online products. This paper proposes a method for modelling consumer satisfaction based on online reviews using the improved Kano model from the perspective of risk attitude and aspiration. Firstly, the attributes concerned by consumers are extracted from online reviews, and sentiment analysis of the extracted attributes is carried out using Standford CoreNLP. Secondly, to identify the types of product attributes, an improved Kano model is proposed based on the effects of product attributes on consumer total utility. On this basis, different attribute types are illustrated from the perspective of risk attitude. Then, the consumer aspirations are mined based on the risk attitudes of different attributes and the attribute impact on consumer satisfaction. According to the risk attitudes and aspirations of different attributes, the quantified satisfaction functions are constructed to provide more objective and accurate improvement suggestions. Finally, the proposed method is applied to the hotel service improvement to illustrate the effectiveness.

scholarly journals CORRIGENDUM: MODELLING CONSUMER SATISFACTION BASED ON ONLINE REVIEWS USING THE IMPROVED KANO MODEL FROM THE PERSPECTIVE OF RISK ATTITUDE AND ASPIRATION

2021 ◽  
Vol 27 (5) ◽  
pp. 1280-1280
Author(s):  
Meng Zhao ◽  
Chenxi Zhang ◽  
Yiqi Hu ◽  
Zeshui Xu ◽  
Hao Liu
Keyword(s):  
Economic Development ◽  
Consumer Satisfaction ◽  
Risk Attitude ◽  
Online Reviews ◽  
Kano Model

Meng Zhao, Chenxi Zhang, Yiqi Hu, Zeshui Xu, Hao Liu, authors of the article “Modelling consumer satisfaction based on online reviews using the improved Kano model from the perspective of risk attitude and aspiration”, published in Technological and Economic Development of Economy, 27(3), 550–582, https://doi.org/10.3846/tede.2021.14223 inform that names of the second, third and fourth authors appeared with hyphens and would like to make the following correction in the authorship as follows: Meng ZHAO, Chenxi ZHANG, Yiqi HU, Zeshui XU, Hao LIU. The authors regret the error.

scholarly journals Application of Refined Kano’s Model to Shoe Production and Consumer Satisfaction Assessment

2021 ◽  
Vol 13 (5) ◽  
pp. 2484
Author(s):  
Chi-Hung Lo
Keyword(s):  
Sustainable Development ◽  
Product Development ◽  
Consumer Satisfaction ◽  
Value Added ◽  
Development Plan ◽  
Development Model ◽  
Product Attributes ◽  
Kano Model ◽  
Sustainable Product Development ◽  
Sustainable Product

Many industries are labor-intensive and energy- and resource-consuming. A sustainable development plan is necessary for the industries as industrial structures have been changing recently. Taiwan’s shoe industry also has experienced such changes and requires a sustainable product development plan for continuous development. Therefore, this study aims to propose a new method by introducing a model of sustainable product development to facilitate the sustainable development of the industry. By taking air-cushioned casual shoe production as an example, this study suggested the refined Kano quality model for exploring the product attributes that improved the customers’ satisfaction. The refined Kano model that was established with interviews and questionnaire surveys was effective to define the product attributes that contributed to satisfying the customers and understanding their perception of product attributes. In the air-cushioned casual shoe production, the model found function, design, innovation, marketing, and service to be important for manufacturers to develop products with limited. It also suggested the priority be put on the attributes of high value-added quality, key quality, and potential quality. The model helped manufacturers decide which product attributes they need to invest in and develop. The relation of product attributes and consumer satisfaction for a sustainable product development model was also found by using the refined Kano model. The result of this study is expected to apply to various industries for establishing an appropriate sustainable product development model.

scholarly journals Exploring Bidirectional Performance of Hotel Attributes through Online Reviews Based on Sentiment Analysis and Kano-IPA Model

2022 ◽  
Vol 12 (2) ◽  
pp. 692
Author(s):  
Yanyan Chen ◽  
Yumei Zhong ◽  
Sumin Yu ◽  
Yan Xiao ◽  
Sining Chen
Keyword(s):  
Sentiment Analysis ◽  
Poor Performance ◽  
Online Reviews ◽  
Kano Model ◽  
Analysis Techniques ◽  
Sentiment Lexicon ◽  
Data Source ◽  
Hotel Managers ◽  
Hotel Booking ◽  
Practical Implications

As people increasingly make hotel booking decisions relying on online reviews, how to effectively improve customer ratings has become a major point for hotel managers. Online reviews serve as a promising data source to enhance service attributes in order to improve online bookings. This paper employs online customer ratings and textual reviews to explore the bidirectional performance (good performance in positive reviews and poor performance in negative reviews) of hotel attributes in terms of four hotel star ratings. Sentiment analysis and a combination of the Kano model and importance-performance analysis (IPA) are applied. Feature extraction and sentiment analysis techniques are used to analyze the bidirectional performance of hotel attributes in terms of four hotel star ratings from 1,090,341 online reviews of hotels in London collected from TripAdvisor.com (accessed on 4 January 2022). In particular, a new sentiment lexicon for hospitality domain is built from numerous online reviews using the PolarityRank algorithm to convert textual reviews into sentiment scores. The Kano-IPA model is applied to explain customers’ rating behaviors and prioritize attributes for improvement. The results provide determinants of high/low customer ratings to different star hotels and suggest that hotel attributes contributing to high/low customer ratings vary across hotel star ratings. In addition, this paper analyzed the Kano categories and priority rankings of six hotel attributes for each star rating of hotels to formulate improvement strategies. Theoretical and practical implications of these results are discussed in the end.

Principal operators' farm risk attitudes in hot and cold climates

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ahmad Zia Wahdat ◽  
Michael Gunderson
Keyword(s):  
Risk Mitigation ◽  
Risk Attitude ◽  
Cold Climate ◽  
Risk Attitudes ◽  
Ordered Logit ◽  
Climate Classification ◽  
Content Type ◽  
Hot Climate ◽  
The Us ◽  
The Government

PurposeThe study investigates whether there is an association between climate types and farm risk attitudes of principal operators.Design/methodology/approachThe study exploits temperature variation in the diverse climate types across the US and defines hot- and cold-climate states. Ordered logit and generalized ordered logit models are used to model principal operators' farm risk attitudes, which are measured on a Likert scale. The study uses two datasets. The first dataset is a 2017 survey of US large commercial producers (LCPs). The second dataset provides a Köppen-Geiger climate classification of the US at a spatial resolution of 5 arcmin for a 25-year period (1986–2010).FindingsThe study finds that principal operators in hot-climate states are 4–5% more likely to have a higher willingness to take farm risk compared to principal operators in cold-climate states.Research limitations/implicationsIt is likely that farm risk mitigation decisions differ between hot- and cold-climate states. For instance, the authors show that corn acres' enrollment in federal crop insurance and computers' usage for farm business are pursued more intensely in cold-climate states than in hot-climate states. A differentiation of farm risk attitude by hot- and cold-climate states may help agribusiness, the government and economists in their farm product offerings, farm risk management programs and agricultural finance models, respectively.Originality/valueBased on Köppen-Geiger climate classification, the study introduces hot- and cold-climate concepts to understand the relationship between climate types and principal operators' farm risk attitudes.

Mining numerical measure of consumers’ product evaluation expressed in words based on latent Dirichlet allocation

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ziang Wang ◽  
Feng Yang
Keyword(s):  
Latent Dirichlet Allocation ◽  
Product Evaluation ◽  
Online Reviews ◽  
Product Evaluations ◽  
Product Attributes ◽  
Data Set ◽  
Content Type ◽  
Face To Face ◽  
Online Retailers ◽  
Dirichlet Allocation

Purpose It has always been a hot topic for online retailers to obtain consumers’ product evaluations from massive online reviews. In the process of online shopping, there is no face-to-face interaction between online retailers and customers. After collecting online reviews left by customers, online retailers are eager to acquire answers to some questions. For example, which product attributes will attract consumers? Or which step brings a better experience to consumers during the process of shopping? This paper aims to associate the latent Dirichlet allocation (LDA) model with the consumers’ attitude and provides a method to calculate the numerical measure of consumers’ product evaluation expressed in each word. Design/methodology/approach First, all possible pairs of reviews are organized as a document to build the corpus. After that, latent topics of the traditional LDA model noted as the standard LDA model, are separated into shared and differential topics. Then, the authors associate the model with consumers’ attitudes toward each review which is distinguished as positive review and non-positive review. The product evaluation reflected in consumers’ binary attitude is expanded to each word that appeared in the corpus. Finally, a variational optimization is introduced to calculate parameters mentioned in the expanded LDA model. Findings The experiment’s result illustrates that the LDA model in the research noted as an expanded LDA model, can successfully assign sufficient probability with words related to products attributes or consumers’ product evaluation. Compared with the standard LDA model, the expanded model intended to assign higher probability with words, which have a higher ranking within each topic. Besides, the expanded model also has higher precision on the prediction set, which shows that breaking down the topics into two categories fits better on the data set than the standard LDA model. The product evaluation of each word is calculated by the expanded model and depicted at the end of the experiment. Originality/value This research provides a new method to calculate consumers’ product evaluation from reviews in the level of words. Words may be used to describe product attributes or consumers’ experiences in reviews. Assigning words with numerical measures can analyze consumers’ products evaluation quantitatively. Besides, words are labeled themselves, they can also be ranked if a numerical measure is given. Online retailers can benefit from the result for label choosing, advertising or product recommendation.

Negative Customer Experience in Lifestyle Hotels

2021 ◽  
pp. 126-157
Author(s):  
Manoel Vitor Santos ◽  
Amélia M. P. C. Brandão
Keyword(s):  
Social Networks ◽  
Text Mining ◽  
Consumer Behaviour ◽  
Online Reviews ◽  
Customer Experience ◽  
Customer Complaints ◽  
Online Platforms ◽  
Hotel Service ◽  
Hotel Managers

The primary purpose of the present research is to develop a methodology which can accurately analyse online public reviews on Google using Netnography studies combined with text mining analyses. By analysing the current techniques applied to a lifestyle hotel brand in nine properties in different countries and carefully studying how negative reviews are expressed online by costumers, this study aims to create a pattern of lifestyle customer complaints. This research seeks to demonstrate patterns of consumer behaviour that are not fully satisfied with the hotel service and how it can negatively affect the brand. This study identifies the areas that five stars lifestyle hoteliers and hotel managers need to pay attention to improve services, considering online reviews on online platforms, such as social networks and other tourism sites. Today, online reviews and customer experiences have a significant impact on the choice of a hotel.

scholarly journals Scenario Analysis of Initial Water-Rights Allocation to Improve Regional Water Productivities

Water ◽  
2019 ◽  
Vol 11 (6) ◽  
pp. 1312 ◽  
Author(s):  
Tienan Li ◽  
Xueting Zeng ◽  
Cong Chen ◽  
Xiangmin Kong ◽  
Junlong Zhang ◽  
...  
Keyword(s):  
Water Policy ◽  
Water Resource Management ◽  
Probability Distributions ◽  
Water Productivity ◽  
Water Rights ◽  
Risk Attitude ◽  
Risk Attitudes ◽  
Practical Case ◽  
Initial Water ◽  
Model Based

In this study, an initial water-rights allocation (IWRA) model is proposed for adjusting the traditional initial water-rights empowerment model based on previous water intake permits, with the aim of improving the productivity of water resources under population growth and economic development. A stochastic scenario with Laplace criterion mixed fuzzy programming (SSLF) is developed into an IWRA model to deal with multiple uncertainties and complexities, which includes dynamic water demand, changing water policy, adjusted tradable water rights, the precise risk attitude of policymakers, development of the economy, and their interactions. SSLF not only deals with fuzziness in probability distributions with high satisfaction degrees, but also reflects the risk attitudes of policymakers with the Laplace criterion, which can handle the probability of scenario occurrence under the supposition of no data available. The developed IWRA model with the SSLF method is applied to a practical case in an alpine region of China. The results of adjusted initial water rights, optimal water-right allocation, changed industrial structure, and system benefits under various scenarios associated with risk attitudes and water productivity improvement were obtained and analyzed. It was found that the current initial water-rights allocation scheme based on previous intake water permits is not efficient, and this can be modified by the IWRA model. Based on the strategies of drinking safety and ecological security, the main tradeoff between agricultural and industrial water rights can facilitate optimization of the current initial water-rights allocation. This can assist policymakers in producing an effective plan to promote water productivity and water resource management in a robust and reliable manner.

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