Detection of potential customers' empathy behavior towards customers' reviews. (March 2022)

• Record Type: Journal Article
• Authors: Hossain, Md Shamim; Rahman, Mst Farjana
• Is Part Of: Journal of retailing and consumer services. Volume 65(2022)
• Publication Date: 2022-03
• Subjects: Potential customers' empathy behavior -- Customer's review -- Lexicon-based -- Financial services organizations -- Stimulus–organism–response (SOR) -- Appraisal theory; Retail trade -- Periodicals; Service industries -- Periodicals; Customer services -- Periodicals; Commerce de détail -- Périodiques; Service à la clientèle -- Périodiques; Customer services; Retail trade; Periodicals; 658.87
• DOI: 10.1016/j.jretconser.2021.102881
• Languages: English
• ISSNs: 0969-6989

Abstract

Abstract: The aim of the current study is to identify potential customers' empathy behavior and their behavioral reactions based on appraisal and stimulus–organism–response (SOR) theories to customers' reviews of financial services firms using lexicon-based unsupervised learning techniques. After filtering, we obtained 30263 reviews from the Yelp dataset of financial service companies. We examined the connections between several sorts of emotional dimensions and different types of behavioral reactions of potential consumers using lexicon-based unsupervised machine learning methods. Our findings show that the various types of customer sentiment have a significant impact on potential customers' emotional experiences on social media platforms, prompting them to behave differently. Furthermore, potential consumers' reactions to the customers' reviews varied according to their seven emotional aspects. The study is the first to examine the impact of potential customers' empathetic behavioral reactions on customers' evaluations using lexicon-based unsupervised learning techniques.