research-article

A creative idea exploration model: based on customer complaints

Authors:

Chien-Hsing Wu,

Shun-Wei SyuAuthors Info & Claims

MISNC '18: Proceedings of the 5th Multidisciplinary International Social Networks Conference

Article No.: 13, Pages 1 - 8

https://doi.org/10.1145/3227696.3227710

Published: 16 July 2018 Publication History

Abstract

Creative idea is crucial for innovation and for the unceasing renewal of company's product and service offering. To ensure innovation performance, a mechanism that can assist in constantly generating creative ideas is an essential issue for innovative companies, but so far it has still not obtained feasible solutions. Previous research addressed some practical approaches with respect to idea generation by mining a large amount of data. Customer complaint, a data implies the gap between customer's expectations and the real situation with regard to the products or the services provided by the companies, possibly contains some creative idea inside. This research is motivated to develop a creative idea exploration model based on customer complaints (CIEMCC). In the proposed model, the technique of text mining is conduct with customer complaints of the company, to produce the potential ideas according to the associated keywords. Finally, the proposed model is verified and the generated ideas are evaluated. It is expected that the outcome of this research can contribute on the enhancement of innovation capability of companies.

References

[1]

McAdam, R. & McClelland, J. (2002), "Sources of new product ideas and creativity practices in the UK textile industry", Technovation, 22(2), pp. 113--121.

[2]

Hartono, A. (2015), "Developing new ideas & capability-based framework for innovation process: Firm analysis for Indonesia", Procedia-Social and Behavioral Sciences, 169, pp. 161--169.

[3]

Laursen, K. & Salter, A. (2006), "Open for innovation: The role of openness in explaining innovation performance among U.K. manufacturing firms", Strategic Management Journal, 27(2), 131--150.

[4]

Geum, Y. & Park, Y. (2016), "How to generate creative ideas for innovation: a hybrid approach of WordNet and morphological analysis", Technological Forecasting & Social Change, 111, pp. 176--187

[5]

Collins, L. (2006), "Opening Up the Innovation Process", Engineering Management Journal, 16(1), pp. 14--17.

[6]

Andersson, U., A' ngels, D., Mudambi, R. & Pedersen, T. (2016), "Technology, innovation and knowledge: The importance of ideas and international connectivity", Journal of World Business, 51(1), pp. 153--162.

[7]

Goetz, K. (2011), "How 3M gave everyone days off and created an innovation Dynamo", Co.Design Daily Newsletter, https://www.fastcodesign.com/1663137/how-3m-gave-everyone-days-off-and-created-an-innovation-dynamo

[8]

LEGO ideas,https://ideas.lego.com/dashboard

[9]

Lego idea Wikipedia, available on https://en.wikipedia.org/wiki/Lego_Idea

[10]

Schuhmacher, M. C. & Kuester, S. (2012), "Identification of lead user characteristics driving the quality of service innovation ideas", Creativity and Innovation Management, 21(4), pp. 427--442.

[11]

Christensen, K., Liland, K.H., Kvaal, K., Risvik, E., Biancolillo, A., Scholderer, J., Nørskov, S. & Næs, T. (2017), "Mining online community data: The nature of ideas in online communities", Food Quality and Preference, 62, pp. 246--256

[12]

Meik, J. (2014), "Complaining customers as innovation contributors: Stimulating service innovation through multichannel complaint management", Proceedings of Annual SRII Global Conference, pp. 125--132

Digital Library

[13]

Yilmaz, C., Varnali, K. & Kasnakoglu, T.B. (2016), "How do firms benefit from customer complaints?", Journal of Business Research, 69(2), pp. 944--955.

[14]

Pyon, C.U., Woo, J.Y. & Park, S.C. (2011), "Service improvement by business process management using customer complaints in financial service industry", Expert Systems with Applications, 38(4), pp. 3267--3279

Digital Library

[15]

Chen, C.K., Shie, A.J. & Yu, C.H. (2012), "A customer-oriented organisational diagnostic model based on data mining of customer-complaint databases", Expert Systems with Applications, 39(1), pp. 786--792.

Digital Library

[16]

Faed, A., Chang, E., Saberi, M., Hussain, K.O. & Azadeh, A. (2016), "Intelligent customer complaint handling utilising principal component and data envelopment analysis (PDA)", Applied Soft Computing, 47, pp. 614--630.

Digital Library

[17]

Brunswicker, S., Bertino, E. & Matei, S. (2015), "Big data for open digital innovation -- A research roadmap",Big Data Research, 2(2), pp. 53--58

Digital Library

[18]

Thorleuchter, D. & Van den Poel, D. "Identification of interdisciplinary ideas", Information Processing and Management, 52(6), pp. 1074--1085

Digital Library

[19]

Kayser, V. & Blind, K. (2017), "Extending the knowledge base of foresight: The contribution of text mining", Technological Forecasting & Social Change, 116, pp. 208--215

[20]

Jeong, B., Yoon, J. & Lee, J.M. (2017), "Social media mining for product planning: A product opportunity mining approach based on topic modeling and sentiment analysis", International Journal of Information Management (in press)

[21]

Agrawal, R. & Srikant, R. (1994), "Fast algorithms for mining association rules", Proceedings of the 20th International Conference on Very Large Data Bases, Santiago, pp. 407--419.

Digital Library

[22]

https://community.htc.com/tw/chat.php?type=product

Cited By

Ayele WJuell-Skielse G(2021)A Systematic Literature Review about Idea Mining: The Use of Machine-Driven Analytics to Generate IdeasAdvances in Information and Communication10.1007/978-3-030-73103-8_53(744-762)Online publication date: 16-Apr-2021
https://doi.org/10.1007/978-3-030-73103-8_53
Ayele WJuell-Skielse G(2020)A Process Model for Generating and Evaluating Ideas: The Use of Machine Learning and Visual Analytics to Support Idea MiningElectronic Government and the Information Systems Perspective10.1007/978-3-030-58957-8_14(189-203)Online publication date: 14-Sep-2020
https://dl.acm.org/doi/10.1007/978-3-030-58957-8_14

Index Terms

A creative idea exploration model: based on customer complaints
1. Information systems
  1. Information systems applications
    1. Data mining

Recommendations

The Research of Personal Customer Relationship Management for Commercial Banks Based on Multidimensional Model of Customer Loyalty
ICEE '10: Proceedings of the 2010 International Conference on E-Business and E-Government

Cultivating customer loyalty is a critical goal of customer relationship management (CRM). Traditional CRM is lack of a relatively complete model of customer loyalty and couldn’t support customer loyalty management efficiently in business processes, ...
Idea Generation, Creativity, and Prototypicality

We explore the use of big data tools to shed new light on the idea generation process, automatically "read" ideas to identify promising ones, and help people be more creative. The literature suggests that creativity results from the optimal balance ...
Organizational Learning Curves for Customer Dissatisfaction: Heterogeneity Across Airlines

In the extensive literature on learning curves, scholars have ignored outcome measures of organizational performance evaluated by customers. We explore whether customer dissatisfaction follows a learning-curve pattern. Do organizations learn to reduce ...

Comments

Information & Contributors

Information

Published In

cover image ACM Other conferences

MISNC '18: Proceedings of the 5th Multidisciplinary International Social Networks Conference

July 2018

177 pages

ISBN:9781450364652

DOI:10.1145/3227696

Copyright © 2018 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

Publisher

Association for Computing Machinery

New York, NY, United States

Publication History

Published: 16 July 2018

Permissions

Request permissions for this article.

Request Permissions

Check for updates

Author Tags

Qualifiers

Research-article
Research
Refereed limited

Conference

MISNC '18

MISNC '18: 5th Multidisciplinary International Social Networks Conference

July 16 - 18, 2018

Saint-Etienne, France

Acceptance Rates

Overall Acceptance Rate 57 of 97 submissions, 59%

Contributors

Other Metrics

View Article Metrics

Bibliometrics & Citations

Bibliometrics

Article Metrics

2
Total Citations
View Citations
119
Total Downloads

Downloads (Last 12 months)6
Downloads (Last 6 weeks)3

Reflects downloads up to 05 Mar 2025

Other Metrics

View Author Metrics

Citations

Cited By

Ayele WJuell-Skielse G(2021)A Systematic Literature Review about Idea Mining: The Use of Machine-Driven Analytics to Generate IdeasAdvances in Information and Communication10.1007/978-3-030-73103-8_53(744-762)Online publication date: 16-Apr-2021
https://doi.org/10.1007/978-3-030-73103-8_53
Ayele WJuell-Skielse G(2020)A Process Model for Generating and Evaluating Ideas: The Use of Machine Learning and Visual Analytics to Support Idea MiningElectronic Government and the Information Systems Perspective10.1007/978-3-030-58957-8_14(189-203)Online publication date: 14-Sep-2020
https://dl.acm.org/doi/10.1007/978-3-030-58957-8_14

View Options

Login options

Check if you have access through your login credentials or your institution to get full access on this article.

Full Access

Get this Publication

View options

PDF

View or Download as a PDF file.

eReader

View online with eReader.

Figures

Tables

Media

View Table of Conten