Designing adaptive feedback mechanisms with text mining capabilities: An illustration on eBay

Lucian Visinescu () and Nicholas Evangelopoulos
Additional contact information
Lucian Visinescu: Texas State University
Nicholas Evangelopoulos: 7-Eleven Inc

Electronic Markets, 2024, vol. 34, issue 1, No 40, 21 pages

Abstract: Abstract This research looks at current feedback mechanisms design at an electronic marketplace, notices the shortcomings of underutilized feedback comments, and proposes an alternative design that uses text mining to reveal latent service quality/customer satisfaction dimensions, otherwise potentially unnoticed. We observed the rigidity of many feedback mechanisms that confine users to leave feedback on a narrow palette of options, and we used adaptability theory principles to propose the design of a new feedback mechanism. The proposed feedback mechanism design draws on three studies: (1) the first study shows that feedback comments contain unobserved dynamically latent service quality/customer satisfaction dimensions, (2) the second study shows that some of the dynamically latent service quality/customer satisfaction dimensions are more important than the rigid a priori service quality/customer satisfaction dimensions existent at current electronic marketplaces, and (3) the third study shows that, when revealed, extracted service quality/customer satisfaction dimensions have the potential to change behavioral intentions formed on rigid a priori established service quality/customer satisfaction dimensions. We conclude our research by providing steps on how to implement an adaptive feedback mechanism using text mining.

Keywords: Adaptive feedback mechanisms; e-Service quality; Customer satisfaction; IS design; Text mining (search for similar items in EconPapers)
JEL-codes: D47 D81 (search for similar items in EconPapers)
Date: 2024
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://link.springer.com/10.1007/s12525-024-00719-x Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:elmark:v:34:y:2024:i:1:d:10.1007_s12525-024-00719-x

Ordering information: This journal article can be ordered from
http://www.springer. ... ystems/journal/12525

DOI: 10.1007/s12525-024-00719-x

Access Statistics for this article

Electronic Markets is currently edited by Rainer Alt and Hans-Dieter Zimmermann

More articles in Electronic Markets from Springer, IIM University of St. Gallen
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().