Abstract
Technological advances and the Internet have changed the way consumers approach the market for assets and services. Increasingly, consumers use the opinions of others to make their decisions. Web sites have assessment indexes (ORIs, ORS), where consumers value products/services using discrete-value scales, like stars or likes. But these ways of assessing are being questioned for several reasons such as the answers’ reliability, and the opinions representativeness and aggregation. Lack of reliability is since opinions are requested directly, which makes possible the paradox of the strategic aspect of decisions. Representativeness and aggregation problems are owing to an important loss of decisions information when using a single value, instead of using the interval that includes all feelings/opinions, as well as preferences cardinality in the aggregation that somehow reinforce those assessments. The aim of this work is to propose an index for products/services evaluation over the Internet. This index, called Quorum Valuation Opinion Reputation Index, takes unsolicited information from consumers, and through a semantic analysis and a majority aggregation process, builds a valuation interval. In addition, an opinion interval reliability index is proposed. The index has been tested with real data in the tourism field.
This is a preview of subscription content, log in via an institution to check access.
Similar content being viewed by others
Explore related subjects
Discover the latest articles, news and stories from top researchers in related subjects.References
Alefeld G, Mayer G (2000) Interval analysis: theory and applications. J Comput Appl Math 121:421–464. https://doi.org/10.1016/s0377-0427(00)00342-3
Arif MH, Li J, Iqbal M, Liu K (2018) Sentiment analysis and spam detection in short informal text using learning classifier systems. Soft Comput 22:7281–7291. https://doi.org/10.1007/s00500-017-2729-x
Arrow KJ (1963) Social choice and individual values. Wiley, New York
Atalay KD, Can GF (2018) A new hybrid intuitionistic approach for new product selection. Soft Comput 22:2633–2640. https://doi.org/10.1007/s00500-017-2517-7
Batrinca B, Treleaven PC (2014) Social media analytics: a survey of techniques, tools and platforms. AI Soc 30:89–116. https://doi.org/10.1007/s00146-014-0549-4
Bird S, Klei E, Edward L (2009) NLP with python, first edit. O’Reilly, Cambridge
Cabrerizo FJ, Al-Hmouz R, Morfeq A et al (2017) Soft consensus measures in group decision making using unbalanced fuzzy linguistic information. Soft Comput 21:3037–3050. https://doi.org/10.1007/s00500-015-1989-6
Cambria E, Schuller B, Xia Y, Havasi C (2013) New avenues in opinion mining and sentiment analysis. IEEE Intell Syst 28:15–21. https://doi.org/10.1109/mis.2013.30
Carrasco RA, Villar P (2012) A new model for linguistic summarization of heterogeneous data: an application to tourism web data sources. Soft Comput 16:135–151. https://doi.org/10.1007/s00500-011-0740-1
Carrasco RA, Sánchez-Fernández J, Muñoz-Leiva F et al (2017) Evaluation of the hotels e-services quality under the user’s experience. Soft Comput 21:995–1011. https://doi.org/10.1007/s00500-015-1832-0
Chan HK, Wang X, Lacka E, Zhang M (2016) A mixed-method approach to extracting the value of social media data. Prod Oper Manag 25:568–583. https://doi.org/10.1111/poms.12390
Gu L, Zhang Y-Q (2007) Web shopping expert using new interval type-2 fuzzy reasoning. Soft Comput 11:741–751. https://doi.org/10.1007/s00500-006-0117-z
He W, Zha S, Li L (2013) Social media competitive analysis and text mining: a case study in the pizza industry. Int J Inf Manag 33:464–472. https://doi.org/10.1016/j.ijinfomgt.2013.01.001
He W, Wu H, Yan G et al (2015) A novel social media competitive analytics framework with sentiment benchmarks. Inf Manag 52:801–812. https://doi.org/10.1016/j.im.2015.04.006
Herrera F, Herrera-Viedma E, Verdegay JL (1996) Direct approach processes in group decision making using linguistic OWA operators. Fuzzy Sets Syst 79:175–190. https://doi.org/10.1016/0165-0114(95)00162-x
Herrera F, Alonso S, Chiclana F, Herrera-Viedma E (2009) Computing with words in decision making: foundations, trends and prospects. Fuzzy Optim Decis Mak 8:337–364. https://doi.org/10.1007/s10700-009-9065-2
Hu M, Liu B (2004) Mining and summarizing customer reviews. In: Proceedings 2004 ACM SIGKDD international conference on Knowledge discovery and data mining—KDD’04 168. https://doi.org/10.1145/1014052.1014073
Inuiguchi M (2011) Integrated uncertainty in knowledge modelling and decision making. In: Lawry YT-NH (ed) IUKM: international symposium on integrated uncertainty in knowledge modelling and decision making. Springer, Hangzhou, China, pp 39–50
Kantardzic M (2011a) Data-mining concepts 1.1. Data min concepts, model methods, algorithms, second ed, 1–25
Kantardzic M (2011b) Data mining concepts. Data min concepts, model methods, algorithms, second ed 1–25
Karanik M, Peláez JI, Bernal R (2016) Selective majority additive ordered weighting averaging operator. Eur J Oper Res 250:816–826. https://doi.org/10.1016/j.ejor.2015.10.011
Karanik M, Bernal R, Peláez JI, Gomez-Ruiz JA (2019) Combining user preferences and expert opinions: a criteria synergy-based model for decision making on the Web. Soft Comput 23:1357–1373. https://doi.org/10.1007/s00500-017-2863-5
Li J, Fong S, Zhuang Y, Khoury R (2016) Hierarchical classification in text mining for sentiment analysis of online news. Soft Comput 20:3411–3420. https://doi.org/10.1007/s00500-015-1812-4
López-Herrera AG, Herrera-Viedma E (2010) Guest editorial: soft computing on the web. Soft Comput 14:783–784. https://doi.org/10.1007/s00500-009-0473-6
López-Quintero JF, Cueva Lovelle JM, González Crespo R, García-Díaz V (2018) A personal knowledge management metamodel based on semantic analysis and social information. Soft Comput 22:1845–1854. https://doi.org/10.1007/s00500-016-2437-y
Montero J (2008) The impact of fuzziness in social choice paradoxes. In: Soft computing. Springer, pp 177–182
Moore RE, Kearfott RB, Cloud MJ (2009) Introduction to interval analysis. Society for Industrial and Applied Mathematics, Philadelphia
Moreno JM, Morales del Castillo JM, Porcel C, Herrera-Viedma E (2010) A quality evaluation methodology for health-related websites based on a 2-tuple fuzzy linguistic approach. Soft Comput 14:887–897. https://doi.org/10.1007/s00500-009-0472-7
Park S, Nicolau JL (2015) Asymmetric effects of online consumer reviews. Ann Tour Res 50:67–83. https://doi.org/10.1016/j.annals.2014.10.007
Peláez JI, Doña JM (2003) Majority additive-ordered weighting averaging: a new neat ordered weighting averaging operator based on the majority process. Int J Intell Syst 18:469–481. https://doi.org/10.1002/int.10096
Peláez JI, Doña JM (2005) Majority multiplicative ordered weighting geometric operators and their use in the aggregation of multiplicative preference relations. Mathw Soft Comput 12:107–120
Peláez JI, Doña JM (2006) A majority model in group decision making using QMA-OWA operators. Int J Intell Syst 21:193–208. https://doi.org/10.1002/int.20127
Peláez JI, Bernal R, Karanik M (2016) Majority OWA operator for opinion rating in social media. Soft Comput 20:1047–1055. https://doi.org/10.1007/s00500-014-1564-6
Rajasekar L, Sharmila D (2019) Performance analysis of soft computing techniques for the automatic classification of fruits dataset. Soft Comput. https://doi.org/10.1007/s00500-019-03776-z
Rump SM (1999) INTLAB—INTerval LABoratory. In: Developments in reliable computing. Springer Netherlands, Dordrecht, pp 77–104
Shang L, Zhou Z, Liu X (2016) Particle swarm optimization-based feature selection in sentiment classification. Soft Comput 20:3821–3834. https://doi.org/10.1007/s00500-016-2093-2
Wei W, Tian Z, Peng C et al (2018) Product family flexibility design method based on hybrid adaptive ant colony algorithm. Soft Comput. https://doi.org/10.1007/s00500-018-3622-y
Weisman R (2011) An overview of TOGAF version 9.1. Publ by Open Gr, p 43
Xie KL, Zhang Z, Zhang Z (2014) The business value of online consumer reviews and management response to hotel performance. Int J Hosp Manag 43:1–12. https://doi.org/10.1016/j.ijhm.2014.07.007
Yager RR (1996) Quantifier guided aggregation using OWA operators. Int J Intell Syst 11:49–73. https://doi.org/10.1002/(sici)1098-111x(199601)11:1%3c49:aid-int3%3e3.3.co;2-l
Zadeh LA (1996) The birth and evolution of fuzzy logic (FL), soft computing (SC) and computing with words (CW): a personal perspective, pp 811–819
Zhang C, Tian Y-X, Fan Z-P et al (2019) Product sales forecasting using macroeconomic indicators and online reviews: a method combining prospect theory and sentiment analysis. Soft Comput. https://doi.org/10.1007/s00500-018-03742-1
Author information
Authors and Affiliations
Corresponding author
Ethics declarations
Conflict of interest
The authors declare that there are no conflicts of interest and there are no experiments with humans or animals.
Additional information
Communicated by V. Loia.
Publisher’s Note
Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.
Rights and permissions
About this article
Cite this article
Peláez, J.I., Martínez, E.A. & Vargas, L.G. Products and services valuation through unsolicited information from social media. Soft Comput 24, 1775–1788 (2020). https://doi.org/10.1007/s00500-019-04005-3
Published:
Issue Date:
DOI: https://doi.org/10.1007/s00500-019-04005-3