The Opinion Management Framework: Identifying and addressing customer concerns extracted from online product reviews
作者：
Highlights：
• Unaddressed negative reviews can damage an online retailer’s business.
• This paper provides an approach that an online retailer can use to address a great number of online comments.
• Organizes the online reviews into subject areas so that the retailer can study all related reviews at once.
• Identifies issues and assesses online sentiment per issue.
• Assists the retailer to create tasks with time constraints and costs.
• Performs a cost-benefit analysis and creates an initial schedule by which each task can be completed.
摘要
•Unaddressed negative reviews can damage an online retailer’s business.•This paper provides an approach that an online retailer can use to address a great number of online comments.•Organizes the online reviews into subject areas so that the retailer can study all related reviews at once.•Identifies issues and assesses online sentiment per issue.•Assists the retailer to create tasks with time constraints and costs.•Performs a cost-benefit analysis and creates an initial schedule by which each task can be completed.
论文关键词：Social commerce,Topic extraction,Opinion extraction,Actionable analytics,Project management,Optimal task selection,Critical path,Electronic word of mouth
论文评审过程：Received 22 April 2017, Revised 18 November 2017, Accepted 18 November 2017, Available online 24 November 2017, Version of Record 29 November 2017.
论文官网地址：https://doi.org/10.1016/j.elerap.2017.11.003
