Environmental Scanning for Customer Complaint Identification in Social Media

Social media provides a platform for dissatisfied and frustrated customers to discuss matters of common concerns and share experiences about products and services. While listening to and learning from customer has long been recognized as an important marketing charge, how to identify customer complaints on social media is a nontrivial task. Customer complaint messages are highly distributed on social media, while non-complaint messages are unspecific and topically diverse. It is costly and time consuming to manually label a large number of customer complaint messages (positive examples) and non-complaint messages (negative examples) for training classification systems. Nevertheless, it is relatively easy to obtain large volumes of unlabeled content on social media. In this paper, we propose a partially supervised learning approach to automatically extract high quality positive and negative examples from an unlabeled dataset. The empirical evaluation suggested that the proposed approach generally outperforms the benchmark techniques and exhibits more stable performance

Service Failure Complaints Identification in Social Media: A Text Classification Approach

The emergence of social media has brought up plenty of platforms where dissatisfied customers can share their service encounter experiences. Those customers’ feedbacks have been widely recognized as valuable information sources for improving service quality. Due to the sparse distribution of customer complaints and diversity of topics related to non-complaints in social media, manually identifying complaints is time-consuming and inefficient. In this study, a supervised learning approach including samples enlargement and classifiers construct was proposed. Applying small labeled samples as training samples, reliable complaints samples and non-complaints samples were identified from the unlabeled dataset during the sample enlargement process. Combining the enlarged samples and the labeled samples, SVM and KNN algorithms were employed to construct the classifier. Empirical results show that the proposed approach can efficiently distinguish complaints from non-complaints in social media, especially when the number of labeled samples is very small

The State of Marketing in Leading MNC’s and their Local Competitors in Pakistan : Findings of a Baseline Survey

The objective of this research is to assess the state of marketing practices in leading multi-national companies operating in the country and their local competitors. This paper presents the findings of the first phase of the study. These findings are based on personal interviews with forty-three MNCs. The findings reveal that companies varied significantly with regard to marketing practices and processes --- both in terms of engaging in different practices and processes but also in terms of the level of marketing sophistication. This difference was found in companies within as well as across industry sectors. While such differences were expected, the extent of such differences was deemed to be significant, given that the participating firms were leading MNCs. Based on the framework for documenting marketing practices and processes, profiles were developed for the best company in each of the chosen industry sectors. The basis for identifying the top companies was the breadth and depth of marketing practices and processes reported. Five profiles of top companies (one from each sector) were developed. These profiles show the level of marketing sophistication and could represent a benchmark for other companies.Marketing Practices in Pakistan, Marketing Sophistication, Marketing Benchmarking, Marketing Practices in Multinational Companies (MNCs) in Pakistan

From Identification to Identity Theft: Public Perceptions of Biometric Privacy Harms

Central to understanding biometric privacy is the question of biometric privacy harms. How much do people value biometric privacy, and what evils should biometric privacy laws seek to avert? This Article addresses these questions by surveying two nationally representative samples to determine what does, and does not, worry people in the context of biometrics. The results show that many people are deeply concerned about biometric privacy in the consumer context, that they are willing to sacrifice real benefits to preserve biometric privacy, and that those who are concerned with biometric privacy attribute their concern to many factors that are not directly related to data security, particularly public tracking. Further, people’s level of comfort with biometric data collection differs sharply depending on the uses to which the data will be put and not just on the type of data collected. These nuanced attitudes about biometric privacy are in sharp conflict with a purely data security approach to biometric harms, and therefore have substantial implications both for future legislative consideration as well as current standing litigation

Consumerism Behaviour of Indonesian Consumer: The Role of Self-Sufficiency and Information-Seeking

This study aimed to analyze the influence of information-seeking, knowledge, and self-sufficiency on Indonesian consumerism behaviour. There were 2100 data determined by using systematic random sampling. Data analyses applied Structural Equation Modeling using LISREL 8.7. The results confirmed that information-seeking significantly influence consumers’ knowledge. However, consumers’ self-sufficiency did not considerably affect information-seeking. It also revealed a significant positive effect of information-seeking and self-sufficiency toward consumerism behaviour, but no significant impact between consumers’ knowledge and consumerism behaviour. The government and consumer protection institutions need to be more intensive in conducting socialization to increase consumer knowledge and consumerism behaviour

A review of service quality and service delivery: Towards a customer co-production and customer-integration approach

© 2018, Emerald Publishing Limited. Purpose: The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing on the inclusion of customer co-production and customer integration. Specifically, this paper concentrates on service quality (including quality measurement), the service environment, controls and their consequences. Design/methodology/approach: A comprehensive review of the literature is conducted, analysed and presented. Findings: The review shows that service delivery is both complex and challenging, particularly when considering the unique characteristics of services and the high level of customer involvement in their creation. The facilitation, transformation and usage framework identifies how failures can occur at each stage of service delivery, beginning with the characteristics of the service environment, while control theory offers insights into the formal and informal controls that may be applied in the facilitation and transformation stages, which may reduce the likelihood or extent of such failures. Originality/value: Despite the fact that it is widely accepted that service quality is an antecedent to customer satisfaction, it is surprising that this customer co-creation aspect has been largely neglected in the extant literature. As such, the role that customer co-production plays in service quality performance has been examined in this paper. It is hoped that this examination will enhance both theoretical and practical understanding of service quality. It would be useful to find modern tools that can help in improving service quality performance

Illuminating and addressing two ‘black holes’ in public communication

A critical literature review followed by a two-year, three-country study of the public communication of 36 government, corporate, and non-government organisations in the UK, US, and Australia identified what this analysis calls two ‘black holes’ in public communication, as they lack illumination and can cause the implosion of organisation-public relationships. This study, which included in-depth interviews, document analysis, and field experiments, identifies this ‘dark matter’ in the organisation-public communication universe as (1) a lack of listening by organisations and (2) a narrow organisation-centric approach to strategy that focusses on serving the interests of organisations. This analysis proposes that organisations need to counter-balance the ‘architecture of speaking’ that characterises strategic communication today with an architecture of listening, which in turn will contribute to participatory, networked, or emergent strategy that realises the normative theories of two-way communication, dialogue, and engagement and which can provide tangible benefits to organisations and their stakeholders and publics