Group interaction and evolution of customer reviews based on opinion dynamics towards product redesign

Fan Zou (), Yupeng Li () and Jiahuan Huang ()
Additional contact information
Fan Zou: China University of Mining and Technology
Yupeng Li: China University of Mining and Technology
Jiahuan Huang: China University of Mining and Technology

Electronic Commerce Research, 2022, vol. 22, issue 4, No 6, 1151 pages

Abstract: Abstract Perception of customer requirements and intention is crucial for product redesign where customer reviews play a significant role. Customers dynamically make decision and interact with others, which lead to the evolution of customer reviews. A customer reviews evolution model (CREM) is proposed to analyse the dynamic evolution process of group customer reviews by using a modified Deffuant-Weisbuch model based on opinion dynamics. In the proposed methodology, negativity bias and the helpfulness of reviews are incorporated according to the characteristics of customers and reality. Based on the related literature reviews and survey, negativity bias is introduced to present that positive customers are still sensitive to negative reviews out of confidence radius and will interact with them. In addition, the helpfulness of reviews is used to reflect the rate of information acquisition since the ability of expression varies from person to person. Moreover, as a case study, the customer reviews evolution of a smartphone is modelled to support the redesigned attributes evaluation. Finally, the feasibility and effectiveness of the proposed CREM is expounded through result analysis and discussion.

Keywords: Customer reviews; Opinion dynamics; Negativity bias; Deffuant-Weisbuch model; Product redesign (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://link.springer.com/10.1007/s10660-020-09447-8 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:elcore:v:22:y:2022:i:4:d:10.1007_s10660-020-09447-8

Ordering information: This journal article can be ordered from
http://www.springer.com/journal/10660

DOI: 10.1007/s10660-020-09447-8

Access Statistics for this article

Electronic Commerce Research is currently edited by James Westland

More articles in Electronic Commerce Research from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().