Abstract
On the Internet, you can find millions of service reviews. This information can be useful to support decision-making for both potential customers and for managing a service business It is especially important to consider the emotional tone of such reviews, because emotions can attract or repel potential customers. The article discusses the actual task of the automatic processing of customer reviews and identifying emotionally colored information in it. In this paper we provide the definition of emotions and describe the results of the analysis of their classification. Further on, we identify six main emotions from the customer reviews. As our methodological basis we use a well-known approach for accounting emotionally colored information in customer reviews. This approach made it possible to set the task of automatic analysis of customer reviews, which we applied in this paper.
Highlights
Nowadays several specialized platforms and websites exist that contain reviews on a variety of products and services
On the Internet, you can find millions of service reviews. This information can be useful to support decision-making for both potential customers and for managing a service business It is especially important to consider the emotional tone of such reviews, because emotions can attract or repel potential customers
The article discusses the actual task of the automatic processing of customer reviews and identifying emotionally colored information in it
Summary
Nowadays several specialized platforms and websites exist that contain reviews on a variety of products and services. This information contains the feelings and emotions that a person has experienced as a result of using these products or services. Emotions – is an integral part of human thinking. Humanity is on the verge of merging the real and virtual worlds. We can tell this by observing the fact that people spend more and more of their time in virtual reality such as social media, professional communities, where they exchange opinions about certain events, goods, services, etc
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