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Learning the Customer Sentiments About E-commerce Delivery Service

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Affiliation of Author(s):[1]Univ Elect Sci & Technol China, Sch Management & Econ, Chengdu 610054, Peoples R China;[2]Publ Securi Dept Sichuan Prov, Chengdu 610041, Peoples R China

Journal:2013 10TH INTERNATIONAL CONFERENCE ON SERVICE SYSTEMS AND SERVICE MANAGEMENT (ICSSSM)

Key Words:E-commerce; delivery service; online review; reviewing dynamics; customer sentiment

Abstract:In this work, we propose a method to combine both the "purchasing-reviewing" behavior dynamics and reviewing sentiments to find when would the customers like to review the E-commerce delivery service after purchasing, and what were the exact sentiments in these reviews on delivery service. The experimental results indicate that the proposed methods can extract information about customers' sentiments on E-commerce delivery service efficiently from the massive online review data.

Document Type:Proceedings Paper

Page Number:713-718

ISSN No.:2161-1890

Translation or Not:no

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