Emotional Text Mining: Customer profiling in brand management

作者：

Highlights：

• Customer profiling is a relevant tool for brand management.

• Emotional Text Mining (ETM) is an unsupervised procedure to profile customers.

• ETM is based on an automatic, bottom-up approach to identify representations and sentiments.

• We illustrate a business application and the characteristics of the profiled communities.

摘要

•Customer profiling is a relevant tool for brand management.•Emotional Text Mining (ETM) is an unsupervised procedure to profile customers.•ETM is based on an automatic, bottom-up approach to identify representations and sentiments.•We illustrate a business application and the characteristics of the profiled communities.

论文关键词：Emotional Text Mining,Brand management,Twitter,Network analysis,Customer profiling

论文评审过程：Received 26 December 2018, Revised 25 March 2019, Accepted 12 April 2019, Available online 14 June 2019, Version of Record 24 February 2020.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2019.04.007