Sentiment analysis of social commerce : a harbinger of online reputation management |
|
Author: | Olaleye, Sunday Adewale1; Sanusi, Ismaila Temitayo2; Salo, Jari3 |
Organizations: |
1Oulu Business School, Erkki Koiso-Kanttilan Katu, Oulu 90570, Finland 2University of Eastern Finland, Yliopistokatu 2, 80100 Joensuu, PL 111, 80101 Joensuu, Finland 3University of Helsinki, PL 27, Latokartanonkaari 5, Helsinki 00014, Finland |
Format: | article |
Version: | accepted version |
Access: | open |
Online Access: | PDF Full Text (PDF, 0.4 MB) |
Persistent link: | http://urn.fi/urn:nbn:fi-fe2018092836902 |
Language: | English |
Published: |
Inderscience,
2018
|
Publish Date: | 2018-09-28 |
Description: |
AbstractSocial media, a combination of socialisation and media is diffusing and impacting different business sectors and non-governmental organisation globally. Social media coalesce traditional print and electronic media, and it is advancing the marketing mix most especially the communication marketing mix. Online reputation management is an extension of public relations, a long-time practice of organisation image laundering through print and online media. This study argues that sentiment analysis of product or service evaluation is an antecedent of online reputation management. This study applies the hybrid technique to sort out social commerce customers’ reviews, appraise the quality of the extracted data and identify the opinion that transpired between online retailing merchants and online customers. The framework proposed in this study will serve as a foundation and precedent for an effective online reputation management and stands to improve customer service. This study offers some managerial implications and indicates future research. see all
|
Series: |
International journal of electronic business |
ISSN: | 1470-6067 |
ISSN-E: | 1741-5063 |
ISSN-L: | 1470-6067 |
Volume: | 14 |
Issue: | 2 |
Pages: | 85 - 102 |
DOI: | 10.1504/IJEB.2018.094864 |
OADOI: | https://oadoi.org/10.1504/IJEB.2018.094864 |
Type of Publication: |
A1 Journal article – refereed |
Field of Science: |
113 Computer and information sciences |
Subjects: | |
Copyright information: |
Copyright © 2018 Inderscience Enterprises Ltd. |