Visualization of Customer Expectations from Web Text using Co-Occurrence Graph and Auto-labeling in the Service Market

Ryosuke Saga, Naoaki Ohkusa, Takafumi Yamashita, Nahomi Maki

Abstract

This study describes the visualization of customer expectations using the service science domain. Customer expectations influence service quality and are considered important factors for user evaluation of services. Customer expectations are constructed from word of mouth, rumors, and user experience. Investigation using a questionnaire is useful in comprehending customer expectations, but this method is costly and time consuming. In this research, we extract customer expectations from Web text consisting of massive word-of-mouth data and visualize them using a co-occurrence graph. In addition, we apply clustering and auto-labeling methods to easily understand the results of the co-occurrence graph. In the case study of a coffee service, we are able extract topics related to customer expectations, but labeling methods are still subject to improvement.

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Paper Citation


in Harvard Style

Saga R., Ohkusa N., Yamashita T. and Maki N. (2017). Visualization of Customer Expectations from Web Text using Co-Occurrence Graph and Auto-labeling in the Service Market . In Proceedings of the 12th International Joint Conference on Computer Vision, Imaging and Computer Graphics Theory and Applications - Volume 3: IVAPP, (VISIGRAPP 2017) ISBN 978-989-758-228-8, pages 317-321. DOI: 10.5220/0006238303170321


in Bibtex Style

@conference{ivapp17,
author={Ryosuke Saga and Naoaki Ohkusa and Takafumi Yamashita and Nahomi Maki},
title={Visualization of Customer Expectations from Web Text using Co-Occurrence Graph and Auto-labeling in the Service Market},
booktitle={Proceedings of the 12th International Joint Conference on Computer Vision, Imaging and Computer Graphics Theory and Applications - Volume 3: IVAPP, (VISIGRAPP 2017)},
year={2017},
pages={317-321},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0006238303170321},
isbn={978-989-758-228-8},
}


in EndNote Style

TY - CONF
JO - Proceedings of the 12th International Joint Conference on Computer Vision, Imaging and Computer Graphics Theory and Applications - Volume 3: IVAPP, (VISIGRAPP 2017)
TI - Visualization of Customer Expectations from Web Text using Co-Occurrence Graph and Auto-labeling in the Service Market
SN - 978-989-758-228-8
AU - Saga R.
AU - Ohkusa N.
AU - Yamashita T.
AU - Maki N.
PY - 2017
SP - 317
EP - 321
DO - 10.5220/0006238303170321