Categorizing Quality Determinants in Mining User-Generated Contents

Federico Barravecchia, Luca Mastrogiacomo and Fiorenzo Franceschini
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Federico Barravecchia: Department of Management and Production Engineering (DIGEP), Politecnico di Torino, 10129 Torino, Italy
Luca Mastrogiacomo: Department of Management and Production Engineering (DIGEP), Politecnico di Torino, 10129 Torino, Italy
Fiorenzo Franceschini: Department of Management and Production Engineering (DIGEP), Politecnico di Torino, 10129 Torino, Italy

Sustainability, 2020, vol. 12, issue 23, 1-11

Abstract: User-Generated Contents (UGCs) are gaining increasing popularity as a source of valuable information for companies to manage the quality of their products, services and Product-Service Systems (PSS). This paper aims at proposing a novel approach to identify and categorize quality determinants through the analysis of an extensive database of UGCs. In detail, this paper applies a topic modeling algorithm (Structural Topic Model) to identify quality determinants and introduces the Mean Rating Proportion measurement for their classification into three categories: negative, positive and neutral quality determinants. The application of the proposed methodology is exemplified through the analysis of a PSS case study (car-sharing).

Keywords: User-Generated Contents; quality management; Product-Service Systems; topic modeling; Structural Topic Model; quality determinants; Quality 4.0 (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2020
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