An expert system for extracting knowledge from customers’ reviews: The case of Amazon.com, Inc.

Mauro Castelli; Luca Manzoni; Leonardo Vanneschi; Aleš Popovič

doi:10.1016/j.eswa.2017.05.008

An expert system for extracting knowledge from customers’ reviews: The case of Amazon.com, Inc.

Mauro Castelli, Luca Manzoni, Leonardo Vanneschi, Aleš Popovič

Research output: Contribution to journal › Article › peer-review

27 Citations (Scopus)

18 Downloads (Pure)

Abstract

E-commerce has proliferated in the daily activities of end-consumers and firms alike. For firms, consumer satisfaction is an important indicator of e-commerce success. Today, consumers’ reviews and feedback are increasingly shaping consumer intentions regarding new purchases and repeated purchases, while helping to attract new customers. In our work, we use an expert system to predict the sentiment of a product considering a subset of available customers’ reviews.

Original language	English
Pages (from-to)	117-126
Number of pages	10
Journal	Expert Systems with Applications
Volume	84
Issue number	October
DOIs	https://doi.org/10.1016/j.eswa.2017.05.008
Publication status	Published - 30 Oct 2017

Keywords

Customers’ feedback
E-commerce
Genetic programming
Semantics

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10.1016/j.eswa.2017.05.008

MCastelli_LManzoni_LVanneschi_APopovicAccepted author manuscript, 741 KBLicence: CC BY-NC-ND

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abstract = "E-commerce has proliferated in the daily activities of end-consumers and firms alike. For firms, consumer satisfaction is an important indicator of e-commerce success. Today, consumers{\textquoteright} reviews and feedback are increasingly shaping consumer intentions regarding new purchases and repeated purchases, while helping to attract new customers. In our work, we use an expert system to predict the sentiment of a product considering a subset of available customers{\textquoteright} reviews.",

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AU - Popovič, Aleš

N1 - Castelli, M., Manzoni, L., Vanneschi, L., & Popovič, A. (2017). An expert system for extracting knowledge from customers’ reviews: The case of Amazon.com, Inc. Expert Systems with Applications, 84(October), 117-126. https://doi.org/10.1016/j.eswa.2017.05.008

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An expert system for extracting knowledge from customers’ reviews: The case of Amazon.com, Inc.

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Keywords

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