As of February 2016 Facebook allows users to express their experienced emotions about a post by using five so-called reactions'. This research paper proposes and evaluates alternative methods for predicting these reactions to user posts on public pages of firms companies (like supermarket chains). For this purpose, we collected posts (and their reactions) from Facebook pages of large supermarket chains and constructed a dataset which is available for other researches. In order to predict the distribution of reactions of a new post, neural network architectures (convolutional and recurrent neural networks) were tested using pretrained word embeddings. Results of the neural networks were improved by introducing a bootstrapping approach for sentiment and emotion mining on the comments for each post. The final model (a combination of neural network and a baseline emotion miner) is able to predict the reaction distribution on Facebook posts with a mean squared error (or misclassification rate) of 0.135.
Moreover, analysis of customer feedback is an area which gains interest for many companies over the years. Given the amount of text feedback available, there are many approaches around this topic, however none of them are handling the increasing amounts of information available through Facebook posts. For the sake of completeness, we highlight here some these approaches. Sentiment classification ( @cite_21 , @cite_38 , @cite_25 ) deals only with the sentiment analysis (usually mapping sentiments to positive, negative and neutral (or other 5-scale classification) and similarly emotion classification ( @cite_16 , @cite_36 only considers emotions. Some work exists on Twitter data @cite_29 but does not take into account the reactions of Facebook. Moreover, work has been conducted towards customer review analysis ( @cite_32 , @cite_7 , @cite_0 ) but none of them are dealing with the specific nature of Facebook (or social media in general).
@cite_38 @cite_7 @cite_36 @cite_29 @cite_21 @cite_32 @cite_0 @cite_16 @cite_25
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The exponential increase in the availability of online reviews and recommendations makes sentiment classification an interesting topic in academic and industrial research. Reviews can span so many different domains that it is difficult to gather annotated training data for all of them. Hence, this paper studies the problem of domain adaptation for sentiment classifiers, hereby a system is trained on labeled reviews from one source domain but is meant to be deployed on another. We propose a deep learning approach which learns to extract a meaningful representation for each review in an unsupervised fashion. Sentiment classifiers trained with this high-level feature representation clearly outperform state-of-the-art methods on a benchmark composed of reviews of 4 types of Amazon products. Furthermore, this method scales well and allowed us to successfully perform domain adaptation on a larger industrial-strength dataset of 22 domains. Merchants selling products on the Web often ask their customers to review the products that they have purchased and the associated services. As e-commerce is becoming more and more popular, the number of customer reviews that a product receives grows rapidly. For a popular product, the number of reviews can be in hundreds or even thousands. This makes it difficult for a potential customer to read them to make an informed decision on whether to purchase the product. It also makes it difficult for the manufacturer of the product to keep track and to manage customer opinions. For the manufacturer, there are additional difficulties because many merchant sites may sell the same product and the manufacturer normally produces many kinds of products. In this research, we aim to mine and to summarize all the customer reviews of a product. This summarization task is different from traditional text summarization because we only mine the features of the product on which the customers have expressed their opinions and whether the opinions are positive or negative. We do not summarize the reviews by selecting a subset or rewrite some of the original sentences from the reviews to capture the main points as in the classic text summarization. Our task is performed in three steps: (1) mining product features that have been commented on by customers; (2) identifying opinion sentences in each review and deciding whether each opinion sentence is positive or negative; (3) summarizing the results. This paper proposes several novel techniques to perform these tasks. Our experimental results using reviews of a number of products sold online demonstrate the effectiveness of the techniques. Microblogging today has become a very popular communication tool among Internet users. Millions of users share opinions on different aspects of life everyday. Therefore microblogging web-sites are rich sources of data for opinion mining and sentiment analysis. Because microblogging has appeared relatively recently, there are a few research works that were devoted to this topic. In our paper, we focus on using Twitter, the most popular microblogging platform, for the task of sentiment analysis. We show how to automatically collect a corpus for sentiment analysis and opinion mining purposes. We perform linguistic analysis of the collected corpus and explain discovered phenomena. Using the corpus, we build a sentiment classifier, that is able to determine positive, negative and neutral sentiments for a document. Experimental evaluations show that our proposed techniques are efficient and performs better than previously proposed methods. In our research, we worked with English, however, the proposed technique can be used with any other language. We consider the problem of classifying documents not by topic, but by overall sentiment, e.g., determining whether a review is positive or negative. Using movie reviews as data, we find that standard machine learning techniques definitively outperform human-produced baselines. However, the three machine learning methods we employed (Naive Bayes, maximum entropy classification, and support vector machines) do not perform as well on sentiment classification as on traditional topic-based categorization. We conclude by examining factors that make the sentiment classification problem more challenging. This exploratory research intends to extend our understanding of service quality and customer satisfaction within the setting of online securities brokerage services. Based upon conceptual frameworks from the areas of services marketing and information systems management, the authors uncovered 52 items across 16 major service quality dimensions by content analysis of 740 customer reviews. The results indicate that primary service quality dimensions leading to online customer satisfaction, with the exception of ease of use, are closely related to traditional services while key factors leading to dissatisfaction are tied to information systems quality. In addition, major drivers of satisfaction and dissatisfaction are identified at the sub‐dimensional level. Theoretical contribution and managerial implications of the findings are further discussed. The Web holds valuable, vast, and unstructured information about public opinion. Here, the history, current use, and future of opinion mining and sentiment analysis are discussed, along with relevant techniques and tools. Semantic word spaces have been very useful but cannot express the meaning of longer phrases in a principled way. Further progress towards understanding compositionality in tasks such as sentiment detection requires richer supervised training and evaluation resources and more powerful models of composition. To remedy this, we introduce a Sentiment Treebank. It includes fine grained sentiment labels for 215,154 phrases in the parse trees of 11,855 sentences and presents new challenges for sentiment compositionality. To address them, we introduce the Recursive Neural Tensor Network. When trained on the new treebank, this model outperforms all previous methods on several metrics. It pushes the state of the art in single sentence positive negative classification from 80 up to 85.4 . The accuracy of predicting fine-grained sentiment labels for all phrases reaches 80.7 , an improvement of 9.7 over bag of features baselines. Lastly, it is the only model that can accurately capture the effects of negation and its scope at various tree levels for both positive and negative phrases.