University of Surrey

Test tubes in the lab Research in the ATI Dance Research

Unveiling What is Written in The Stars: Analyzing Explicit, Implicit and Discourse Patterns of Sentiment in Social Media

VILLARROEL ORDENES, F, Ludwig, Stephan, DE RUYTER, K, GREWAL, D and WETZELS, M (2017) Unveiling What is Written in The Stars: Analyzing Explicit, Implicit and Discourse Patterns of Sentiment in Social Media Journal of Consumer Research, 43 (6). pp. 875-894.

[img]
Preview
Text
Final Paper 150246-5.pdf

Download (883kB) | Preview
[img]
Preview
Text (licence)
SRI_deposit_agreement.pdf
Available under License : See the attached licence file.

Download (33kB) | Preview
[img] Text
JCR.docx - Accepted version Manuscript
Restricted to Repository staff only
Available under License : See the attached licence file.

Download (98kB)

Abstract

Deciphering consumer’s sentiment expressions from Big Data (e.g., online reviews) has become a managerial priority to monitor product and service evaluations. However, Sentiment Analysis, the process of automatically distilling sentiment from text, provides little insight regarding the language granularities beyond the use of positive and negative words. Drawing on Speech Act Theory, this study provides a fine-grained analysis of the implicit and explicit language used by consumers to express sentiment in text. An empirical text mining study using more than 45,000 consumer reviews, demonstrates the differential impacts of activation levels (e.g., tentative language), implicit sentiment expressions (e.g., commissive language), and discourse patterns (e.g., incoherence) on overall consumer sentiment (i.e., star ratings). In two follow-up studies, we demonstrate that these speech act features also influence the readers’ behavior and are generalizable to other social media contexts such as Twitter and Facebook. We contribute to research on consumer sentiment analysis by offering a more nuanced understanding of consumer sentiments and their implications

Item Type: Article
Subjects : Surrey Business School
Divisions : Faculty of Arts and Social Sciences > Surrey Business School
Authors :
NameEmailORCID
VILLARROEL ORDENES, FUNSPECIFIEDUNSPECIFIED
Ludwig, Stephans.ludwig@surrey.ac.ukUNSPECIFIED
DE RUYTER, KUNSPECIFIEDUNSPECIFIED
GREWAL, DUNSPECIFIEDUNSPECIFIED
WETZELS, MUNSPECIFIEDUNSPECIFIED
Date : 23 January 2017
Identification Number : 10.1093/jcr/ucw070
Copyright Disclaimer : This is a pre-copyedited, author-produced PDF of an article accepted for publication in Journal of Consumer Research following peer review. The version of record Francisco Villarroel Ordenes, Stephan Ludwig, Ko de Ruyter, Dhruv Grewal, Martin Wetzels; Unveiling What Is Written in the Stars: Analyzing Explicit, Implicit, and Discourse Patterns of Sentiment in Social Media. J Consum Res 2017; 43 (6): 875-894. doi: 10.1093/jcr/ucw070 is available online at: https://academic.oup.com/jcr/article-lookup/doi/10.1093/jcr/ucw070
Uncontrolled Keywords : Consumer Sentiment, Speech Act Theory, Sentiment Analysis, Text Mining, Online Reviews, Sales Ranks, Social Media, Marketing Analytics
Related URLs :
Depositing User : Symplectic Elements
Date Deposited : 25 Oct 2016 13:53
Last Modified : 18 Jul 2017 14:34
URI: http://epubs.surrey.ac.uk/id/eprint/812597

Actions (login required)

View Item View Item

Downloads

Downloads per month over past year


Information about this web site

© The University of Surrey, Guildford, Surrey, GU2 7XH, United Kingdom.
+44 (0)1483 300800