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Customer Feedback Analysis Using Collocations

Tomas Eklund, Jarmo Toivonen, Hannu Vanharanta, Barbro Back, Customer Feedback Analysis Using Collocations. In: Vallabh Sambamurthy, Mohan Tanniru (Eds.), Proceedings of The 2011 Americas Conference in Information Systems (AMCIS 2011), Paper 158, AIS, 2011.

Abstract:

Today’s ERP and CRM systems provide companies with nearly unlimited possibilities for collecting data concerning theircustomers. More and more of these data are more or less unstructured textual data. A good example of this type of data iscustomer feedback, which can potentially be used to improve customer satisfaction.However, merely getting an overview of what lies in an unstructured mass of text is an extremely challenging task. This isthe topic of the field of computational linguistics. Collocation analysis, one of the tools emerging from this field, is a tooldeveloped for this task in particular. In this paper, we use the collocation analysis to study a text corpora consisting of 64,806pieces of customer feedback collected through a case company’s online customer portal. Collocation analysis is shown to bea very useful tool for exploratory analysis of highly unstructured customer feedback.

BibTeX entry:

@INPROCEEDINGS{inpEkToVaBa11a,
  title = {Customer Feedback Analysis Using Collocations},
  booktitle = {Proceedings of The 2011 Americas Conference in Information Systems (AMCIS 2011)},
  author = {Eklund, Tomas and Toivonen, Jarmo and Vanharanta, Hannu and Back, Barbro},
  editor = {Sambamurthy, Vallabh and Tanniru, Mohan},
  publisher = {AIS},
  pages = {Paper 158},
  year = {2011},
  keywords = {Opinion mining; CRM; collocation analysis; collocation networks; customer feedback; computational linguistics},
}

Belongs to TUCS Research Unit(s): Data Mining and Knowledge Management Laboratory

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