Emotion as a Signal of Product Quality: Exploring Its Effects on Purchase Decisions In Online Customer Reviews

Two critical problems of online customer reviews is the caused information asymmetry and information overload. To reveal consumers’ information processing under this circumstance, this paper proposes a model to investigate pleasure versus displeasure embedded in reviews as a potential signal of product quality and the moderating effects of perceived empathy and perceived cognitive effort based on the signaling theory. A laboratory experiment with 120 subjects was used to empirically test the research hypotheses. The results show that pleasure and displeasure embedded in reviews influence perceived product quality, which subsequently affects purchase decisions. Additionally, pleasant online reviews were found to have a greater influence on perceived product quality compared to unpleasant online reviews when the perceived empathy and perceived cognitive effort are higher. The findings demonstrate positive effects of pleasant online customer reviews, and provide important practical implications for both sellers and consumers

Neurophysiological Responses to Different Product Experiences

It is well known that the evaluation of a product from the shelf considers the simultaneous cerebral and emotional evaluation of the different qualities of the product such as its colour, the eventual images shown, and the envelope’s texture (hereafter all included in the term “product experience”). However, the measurement of cerebral and emotional reactions during the interaction with food products has not been investigated in depth in specialized literature. (e aim of this paper was to investigate such reactions by the EEG and the autonomic activities, as elicited by the cross-sensory interaction (sight and touch) across several different products. In addition, we investigated whether (i) the brand (Major Brand or Private Label), (ii) the familiarity (Foreign or Local Brand), and (iii) the hedonic value of products (Comfort Food or Daily Food) influenced the reaction of a group of volunteers during their interaction with the products. Results showed statistically significantly higher tendency of cerebral approach (as indexed by EEG frontal alpha asymmetry) in response to comfort food during the visual exploration and the visual and tactile exploration phases. Furthermore, for the same index, a higher tendency of approach has been found toward foreign food products in comparison with local food products during the visual and tactile exploration phase. Finally, the same comparison performed on a different index (EEG frontal theta) showed higher mental effort during the interaction with foreign products during the visual exploration and the visual and tactile exploration phases. Results from the present study could deepen the knowledge on the neurophysiological response to food products characterized by different nature in terms of hedonic value familiarity; moreover, they could have implications for food marketers and finally lead to further study on how people make food choices through the interactions with their commercial envelope

Emotion Recognition from Acted and Spontaneous Speech

Dizertační práce se zabývá rozpoznáním emočního stavu mluvčích z řečového signálu. Práce je rozdělena do dvou hlavních častí, první část popisuju navržené metody pro rozpoznání emočního stavu z hraných databází. V rámci této části jsou představeny výsledky rozpoznání použitím dvou různých databází s různými jazyky. Hlavními přínosy této části je detailní analýza rozsáhlé škály různých příznaků získaných z řečového signálu, návrh nových klasifikačních architektur jako je například „emoční párování“ a návrh nové metody pro mapování diskrétních emočních stavů do dvou dimenzionálního prostoru. Druhá část se zabývá rozpoznáním emočních stavů z databáze spontánní řeči, která byla získána ze záznamů hovorů z reálných call center. Poznatky z analýzy a návrhu metod rozpoznání z hrané řeči byly využity pro návrh nového systému pro rozpoznání sedmi spontánních emočních stavů. Jádrem navrženého přístupu je komplexní klasifikační architektura založena na fúzi různých systémů. Práce se dále zabývá vlivem emočního stavu mluvčího na úspěšnosti rozpoznání pohlaví a návrhem systému pro automatickou detekci úspěšných hovorů v call centrech na základě analýzy parametrů dialogu mezi účastníky telefonních hovorů.Doctoral thesis deals with emotion recognition from speech signals. The thesis is divided into two main parts; the first part describes proposed approaches for emotion recognition using two different multilingual databases of acted emotional speech. The main contributions of this part are detailed analysis of a big set of acoustic features, new classification schemes for vocal emotion recognition such as “emotion coupling” and new method for mapping discrete emotions into two-dimensional space. The second part of this thesis is devoted to emotion recognition using multilingual databases of spontaneous emotional speech, which is based on telephone records obtained from real call centers. The knowledge gained from experiments with emotion recognition from acted speech was exploited to design a new approach for classifying seven emotional states. The core of the proposed approach is a complex classification architecture based on the fusion of different systems. The thesis also examines the influence of speaker’s emotional state on gender recognition performance and proposes system for automatic identification of successful phone calls in call center by means of dialogue features.

Multimodal Content Analysis for Effective Advertisements on YouTube

The rapid advances in e-commerce and Web 2.0 technologies have greatly increased the impact of commercial advertisements on the general public. As a key enabling technology, a multitude of recommender systems exists which analyzes user features and browsing patterns to recommend appealing advertisements to users. In this work, we seek to study the characteristics or attributes that characterize an effective advertisement and recommend a useful set of features to aid the designing and production processes of commercial advertisements. We analyze the temporal patterns from multimedia content of advertisement videos including auditory, visual and textual components, and study their individual roles and synergies in the success of an advertisement. The objective of this work is then to measure the effectiveness of an advertisement, and to recommend a useful set of features to advertisement designers to make it more successful and approachable to users. Our proposed framework employs the signal processing technique of cross modality feature learning where data streams from different components are employed to train separate neural network models and are then fused together to learn a shared representation. Subsequently, a neural network model trained on this joint feature embedding representation is utilized as a classifier to predict advertisement effectiveness. We validate our approach using subjective ratings from a dedicated user study, the sentiment strength of online viewer comments, and a viewer opinion metric of the ratio of the Likes and Views received by each advertisement from an online platform.Comment: 11 pages, 5 figures, ICDM 201

Understanding user experience of mobile video: Framework, measurement, and optimization

Since users have become the focus of product/service design in last decade, the term User eXperience (UX) has been frequently used in the field of Human-Computer-Interaction (HCI). Research on UX facilitates a better understanding of the various aspects of the user’s interaction with the product or service. Mobile video, as a new and promising service and research field, has attracted great attention. Due to the significance of UX in the success of mobile video (Jordan, 2002), many researchers have centered on this area, examining users’ expectations, motivations, requirements, and usage context. As a result, many influencing factors have been explored (Buchinger, Kriglstein, Brandt & Hlavacs, 2011; Buchinger, Kriglstein & Hlavacs, 2009). However, a general framework for specific mobile video service is lacking for structuring such a great number of factors. To measure user experience of multimedia services such as mobile video, quality of experience (QoE) has recently become a prominent concept. In contrast to the traditionally used concept quality of service (QoS), QoE not only involves objectively measuring the delivered service but also takes into account user’s needs and desires when using the service, emphasizing the user’s overall acceptability on the service. Many QoE metrics are able to estimate the user perceived quality or acceptability of mobile video, but may be not enough accurate for the overall UX prediction due to the complexity of UX. Only a few frameworks of QoE have addressed more aspects of UX for mobile multimedia applications but need be transformed into practical measures. The challenge of optimizing UX remains adaptations to the resource constrains (e.g., network conditions, mobile device capabilities, and heterogeneous usage contexts) as well as meeting complicated user requirements (e.g., usage purposes and personal preferences). In this chapter, we investigate the existing important UX frameworks, compare their similarities and discuss some important features that fit in the mobile video service. Based on the previous research, we propose a simple UX framework for mobile video application by mapping a variety of influencing factors of UX upon a typical mobile video delivery system. Each component and its factors are explored with comprehensive literature reviews. The proposed framework may benefit in user-centred design of mobile video through taking a complete consideration of UX influences and in improvement of mobile videoservice quality by adjusting the values of certain factors to produce a positive user experience. It may also facilitate relative research in the way of locating important issues to study, clarifying research scopes, and setting up proper study procedures. We then review a great deal of research on UX measurement, including QoE metrics and QoE frameworks of mobile multimedia. Finally, we discuss how to achieve an optimal quality of user experience by focusing on the issues of various aspects of UX of mobile video. In the conclusion, we suggest some open issues for future study