Authors:
Domenico Consoli
;
Claudia Diamantini
and
Domenico Potena
Affiliation:
Universitá Politecnica delle Marche, Italy
Keyword(s):
Customer Opinions, Web 2.0, Sentiment Analysis, Affective Analysis, Opinion Mining, Opinion Polarity, Ekman Emotional Indexes.
Related
Ontology
Subjects/Areas/Topics:
Enterprise Information Systems
;
Human Factors
;
Human-Computer Interaction
;
Physiological Computing Systems
Abstract:
Human interact with other people and exchange reviews and ideas via web. With the explosion of Web 2.0 platforms such as blogs, discussion forums, peer-to-peer networks, and various other types of social media, consumers share, on the web, their opinions regarding any product/service. Opinions give information about how product/service and reality in general is perceived by other people. Emotional needs are associated with the psychological aspects of product ownership. The customer when writes his reviews on a product/service transmits emotions in the message that he/she feels first and after purchasing the product. For the enterprise understanding customer emotional needs is vital for predicting and influencing their purchasing behaviour. In this paper, we polarize, with original algorithm, customer opinions basing on emotional indexes that are used for decipher, in affective key, facial expressions and emotional lexicon.