Abstract

Electronic word-of-mouth (eWOM) has recently become a common channel for spreading product appraisals and an important reference for enterprise internal improvement. Nevertheless, the various virtual communities that have emerged with the popularity of the Internet have also resulted in information overload because of the explosive growth of eWOM. Therefore, how to help enterprises analyze useful decision references from a large amount of eWOM has become a key issue in implementing customer relationship management (CRM).

This study develops a method of Part-of-Speech (POS) combination to support eWOM analysis to effectively help an enterprise rapidly and accurately realize the contents of eWOM appraisals to improve customer relationships. This objective can be achieved by performing the following tasks: (i) designing a process for POS-combination supported eWOM analysis, (ii) developing techniques related to POScombination supported eWOM analysis, and (iii) implementing a mechanism for POS-combination supported eWOM analysis.