SEMO: a framework for customer social networks analysis based on semantics View Full Text


Ontology type: schema:ScholarlyArticle      Open Access: True


Article Info

DATE

2010-06

AUTHORS

Ángel García-Crespo, Ricardo Colomo-Palacios, Juan Miguel Gómez-Berbís, Belén Ruiz-Mezcua

ABSTRACT

The increasing importance of the Internet in most domains has brought about a paradigm change in consumer relations. The influence of Social Networks has entered the Customer Relationship Management domain under the coined term CRM 2.0. In this context, the need to understand and classify the interactions of customers by means of new platforms has emerged as a challenge for both researchers and professionals worldwide. This is the perfect scenario for the use of SEMO, a platform for Customer Social Networks Analysis based on Semantics and emotion mining. The platform benefits from both semantic annotation and classification and text analysis, relying on techniques from the Natural Language Processing domain. The results of the evaluation of the experimental implementation of SEMO reveal a promising and viable platform from a technical perspective. More... »

PAGES

178-188

References to SciGraph publications

  • 2009-06. Staying customer-focused and trusted: Web 2.0 and Customer 2.0 in financial services in JOURNAL OF DATABASE MARKETING & CUSTOMER STRATEGY MANAGEMENT
  • 2007. Encoding Classifications into Lightweight Ontologies in JOURNAL ON DATA SEMANTICS VIII
  • 2001-12. The Theory of Emotions in Marketing in JOURNAL OF BUSINESS AND PSYCHOLOGY
  • 2005. Annotation of Emotions and Feelings in Texts in AFFECTIVE COMPUTING AND INTELLIGENT INTERACTION
  • 2008-03. Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale in SERVICE BUSINESS
  • 1999-03. The role of emotions in marketing in JOURNAL OF THE ACADEMY OF MARKETING SCIENCE
  • 2007. Ontological Reasoning to Configure Emotional Voice Synthesis in WEB REASONING AND RULE SYSTEMS
  • 2008-01. Opinion piece: Web 2.0: Profiting from the threat in JOURNAL OF DIRECT, DATA AND DIGITAL MARKETING PRACTICE
  • 2008. Towards an Ontology for Describing Emotions in EMERGING TECHNOLOGIES AND INFORMATION SYSTEMS FOR THE KNOWLEDGE SOCIETY
  • 2001-05. The Semantic Web in SCIENTIFIC AMERICAN
  • 1977. Human Emotions in NONE
  • Identifiers

    URI

    http://scigraph.springernature.com/pub.10.1057/jit.2010.1

    DOI

    http://dx.doi.org/10.1057/jit.2010.1

    DIMENSIONS

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