Consumer recognition of service and product attributes in smartphone rivalries

Zhongyi Piao, Seayoung Park, Jin Sung Rha and Jiho Yoon ()
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Zhongyi Piao: Chung-Ang University
Seayoung Park: Chung-Ang University
Jin Sung Rha: Dankook University
Jiho Yoon: Chung-Ang University

Service Business, 2025, vol. 19, issue 3, No 5, 24 pages

Abstract: Abstract This study introduces a consumer-centric analytical framework that leverages latent Dirichlet allocation (LDA) to quantify perceived rivalries among smartphone brands in China. Analyzing 2.8 million BiliBili comments (2018–2024), the model systematically measures brand co-mentions, adjusting for mention order and multi-brand contexts, as proxies for competitive intensity. Findings indicate that consumer attention is gradually shifting from hardware attributes, such as price and performance, toward expectations regarding after-sales support and service integration. By capturing these evolving priorities, the framework enables real-time market sensing for manufacturers and service designers and provides actionable insights into how hardware and service dimensions collectively influence competitive dynamics.

Keywords: Smartphone market; Latent Dirichlet allocation; Competitive structure; Data-driven strategy (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/s11628-025-00594-2

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