Authors
Alan S Abrahams, Jian Jiao, G Alan Wang, Weiguo Fan
Publication date
2012/12/1
Journal
Decision Support Systems
Volume
54
Issue
1
Pages
87-97
Publisher
North-Holland
Description
A pressing need of vehicle quality management professionals is decision support for the vehicle defect discovery and classification process. In this paper, we employ text mining on a popular social medium used by vehicle enthusiasts: online discussion forums. We find that sentiment analysis, a conventional technique for consumer complaint detection, is insufficient for finding, categorizing, and prioritizing vehicle defects discussed in online forums, and we describe and evaluate a new process and decision support system for automotive defect identification and prioritization. Our findings provide managerial insights into how social media analytics can improve automotive quality management.
Total citations
Scholar articles
AS Abrahams, J Jiao, GA Wang, W Fan - Decision Support Systems, 2012