IDEAS home Printed from https://ideas.repec.org/a/spr/infosf/vyid10.1007_s10796-016-9681-7.html
   My bibliography  Save this article

Harnessing the social web to enhance insights into people’s opinions in business, government and public administration

Author

Listed:
  • Aaron W. Baur

    (ESCP Europe Business School Berlin)

Abstract

Transparency, participation, and collaboration are the core pillars of open government. For the systematic integration of citizens and other stakeholders into the policy and public value creation process, their opinions, wishes, and complaints first need to be received. In the future, including user-generated content from social media will become a main channel for the enrichment of this information base for public administrative bodies and commercial firms. However, the sheer speed of growth of this constantly updated data pool makes manual work infeasible. The automated gathering, combination, analysis, and visualization of user-generated content from various sources and multiple languages is therefore imperative. In this study, we present a design science research approach to develop a general framework (‘MarketMiner’) to handle large amounts of foreign-language user-generated content. As a first empirical application, we implement the framework in the automotive industry by analyzing Chinese automotive forums for the benefit of English-speaking users. At the same time, the ideas, methods, and insights are transferred to the public sector context, especially in light of the current challenges of a high number of political refugees from Arabic countries entering into the European Union. The results are promising in that MarketMiner can dramatically improve the utilization of multi-language, multi-source social media content. The modular set-up of the artifact allows an easy transfer to additional areas of application.

Suggested Citation

  • Aaron W. Baur, 0. "Harnessing the social web to enhance insights into people’s opinions in business, government and public administration," Information Systems Frontiers, Springer, vol. 0, pages 1-21.
    • Handle: RePEc:spr:infosf:v::y::i::d:10.1007_s10796-016-9681-7
    DOI: 10.1007/s10796-016-9681-7
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s10796-016-9681-7
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s10796-016-9681-7?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Berthon, Pierre R. & Pitt, Leyland F. & Plangger, Kirk & Shapiro, Daniel, 2012. "Marketing meets Web 2.0, social media, and creative consumers: Implications for international marketing strategy," Business Horizons, Elsevier, vol. 55(3), pages 261-271.
    2. Nancy C. Roberts, 2011. "Tracking and disrupting dark networks: Challenges of data collection and analysis," Information Systems Frontiers, Springer, vol. 13(1), pages 5-19, March.
    3. Tuomas Talvensaari & Martti Juhola & Jorma Laurikkala & Kalervo Järvelin, 2007. "Corpus‐based cross‐language information retrieval in retrieval of highly relevant documents," Journal of the American Society for Information Science and Technology, Association for Information Science & Technology, vol. 58(3), pages 322-334, February.
    4. Oded Netzer & Ronen Feldman & Jacob Goldenberg & Moshe Fresko, 2012. "Mine Your Own Business: Market-Structure Surveillance Through Text Mining," Marketing Science, INFORMS, vol. 31(3), pages 521-543, May.
    5. Daniel Zeng & Donghua Wei & Michael Chau & Feiyue Wang, 2011. "Domain-specific Chinese word segmentation using suffix tree and mutual information," Information Systems Frontiers, Springer, vol. 13(1), pages 115-125, March.
    6. Vinodh Krishnaraju & Saji K Mathew & Vijayan Sugumaran, 2016. "Web personalization for user acceptance of technology: An empirical investigation of E-government services," Information Systems Frontiers, Springer, vol. 18(3), pages 579-595, June.
    7. Jialun Qin & Yilu Zhou & Michael Chau & Hsinchun Chen, 2006. "Multilingual Web retrieval: An experiment in English–Chinese business intelligence," Journal of the American Society for Information Science and Technology, Association for Information Science & Technology, vol. 57(5), pages 671-683, March.
    8. Allen S. Lee & Richard L. Baskerville, 2003. "Generalizing Generalizability in Information Systems Research," Information Systems Research, INFORMS, vol. 14(3), pages 221-243, September.
    9. Tilo Böhmann & Helmut Krcmar & Thomas Herrmann & Wolfgang Burr, 2011. "Introduction," Springer Books, in: Tilo Böhmann & Wolfgang Burr & Thomas Herrmann & Helmut Krcmar (ed.), Implementing International Services, chapter 0, pages 3-13, Springer.
    10. Joan E. van Aken, 2004. "Management Research Based on the Paradigm of the Design Sciences: The Quest for Field‐Tested and Grounded Technological Rules," Journal of Management Studies, Wiley Blackwell, vol. 41(2), pages 219-246, March.
    11. Dellarocas, Chrysanthos, 2003. "The Digitization of Word-of-mouth: Promise and Challenges of Online Feedback Mechanisms," Working papers 4296-03, Massachusetts Institute of Technology (MIT), Sloan School of Management.
    12. Chrysanthos Dellarocas, 2003. "The Digitization of Word of Mouth: Promise and Challenges of Online Feedback Mechanisms," Management Science, INFORMS, vol. 49(10), pages 1407-1424, October.
    13. Byron Marshall & Daniel McDonald & Hsinchun Chen & Wingyan Chung, 2004. "EBizPort: Collecting and analyzing business intelligence information," Journal of the American Society for Information Science and Technology, Association for Information Science & Technology, vol. 55(10), pages 873-891, August.
    14. James A. Wise, 1999. "The ecological approach to text visualization," Journal of the American Society for Information Science, Association for Information Science & Technology, vol. 50(13), pages 1224-1233.
    15. Prem Timsina & Jun Liu & Omar El-Gayar, 2016. "Advanced analytics for the automation of medical systematic reviews," Information Systems Frontiers, Springer, vol. 18(2), pages 237-252, April.
    16. Kaplan, Andreas M. & Haenlein, Michael, 2010. "Users of the world, unite! The challenges and opportunities of Social Media," Business Horizons, Elsevier, vol. 53(1), pages 59-68, January.
    17. Jengchung Victor Chen & David C. Yen & Wannasri Pornpriphet & Andree E. Widjaja, 2015. "E-commerce web site loyalty: A cross cultural comparison," Information Systems Frontiers, Springer, vol. 17(6), pages 1283-1299, December.
    18. Thi Truong Avrahami & Lawrence Yau & Luo Si & Jamie Callan, 2006. "The FedLemur project: Federated search in the real world," Journal of the American Society for Information Science and Technology, Association for Information Science & Technology, vol. 57(3), pages 347-358, February.
    19. Joseph G. Walls & George R. Widmeyer & Omar A. El Sawy, 1992. "Building an Information System Design Theory for Vigilant EIS," Information Systems Research, INFORMS, vol. 3(1), pages 36-59, March.
    20. Mahmud Akhter Shareef & Vinod Kumar & Yogesh K. Dwivedi & Uma Kumar, 2016. "Service delivery through mobile-government (mGov): Driving factors and cultural impacts," Information Systems Frontiers, Springer, vol. 18(2), pages 315-332, April.
    21. Herbert A. Simon, 1996. "The Sciences of the Artificial, 3rd Edition," MIT Press Books, The MIT Press, edition 1, volume 1, number 0262691914, April.
    22. Nicky J. Welton & Howard H. Z. Thom, 2015. "Value of Information," Medical Decision Making, , vol. 35(5), pages 564-566, July.
    23. Kieran Conboy, 2009. "Agility from First Principles: Reconstructing the Concept of Agility in Information Systems Development," Information Systems Research, INFORMS, vol. 20(3), pages 329-354, September.
    24. Eric Hand, 2010. "Citizen science: People power," Nature, Nature, vol. 466(7307), pages 685-687, August.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Aaron W. Baur, 2017. "Harnessing the social web to enhance insights into people’s opinions in business, government and public administration," Information Systems Frontiers, Springer, vol. 19(2), pages 231-251, April.
    2. Verma, Sanjeev & Yadav, Neha, 2021. "Past, Present, and Future of Electronic Word of Mouth (EWOM)," Journal of Interactive Marketing, Elsevier, vol. 53(C), pages 111-128.
    3. Wang, Zhan & Kim, Hyun Gon, 2017. "Can Social Media Marketing Improve Customer Relationship Capabilities and Firm Performance? Dynamic Capability Perspective," Journal of Interactive Marketing, Elsevier, vol. 39(C), pages 15-26.
    4. Yucheng Zhang & Zhiling Wang & Lin Xiao & Lijun Wang & Pei Huang, 2023. "Discovering the evolution of online reviews: A bibliometric review," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-22, December.
    5. Natalia Levina & Manuel Arriaga, 2014. "Distinction and Status Production on User-Generated Content Platforms: Using Bourdieu’s Theory of Cultural Production to Understand Social Dynamics in Online Fields," Information Systems Research, INFORMS, vol. 25(3), pages 468-488, September.
    6. Balázs Kovács, 2024. "The Turing test of online reviews: Can we tell the difference between human-written and GPT-4-written online reviews?," Marketing Letters, Springer, vol. 35(4), pages 651-666, December.
    7. Dominik Gutt & Jürgen Neumann & Steffen Zimmermann & Dennis Kundisch & Jianqing Chen, 2018. "Design of Review Systems - A Strategic Instrument to shape Online Review Behavior and Economic Outcomes," Working Papers Dissertations 42, Paderborn University, Faculty of Business Administration and Economics.
    8. Daniel Blaseg & Christian Schulze & Bernd Skiera, 2020. "Consumer Protection on Kickstarter," Marketing Science, INFORMS, vol. 39(1), pages 211-233, January.
    9. Syed Zeeshan Zahoor & A. M. Shah, 2024. "Impact of Social Media on Users’ Complex Buying Behaviour: Analysing the Mediating Effect of Perception and Moderating Effect of Extended Social Media Usage," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 49(1), pages 119-148, February.
    10. Rajković, Borislav & Đurić, Ivan & Zarić, Vlade & Glauben, Thomas, 2021. "Gaining trust in the digital age: The potential of social media for increasing the competitiveness of small and medium enterprises," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 13(4).
    11. Fonseca, Miguel A. & Peters, Kim, 2018. "Will any gossip do? Gossip does not need to be perfectly accurate to promote trust," Games and Economic Behavior, Elsevier, vol. 107(C), pages 253-281.
    12. Richard Baskerville & Jan Pries-Heje, 2010. "Explanatory Design Theory," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 2(5), pages 271-282, October.
    13. Roma, Paolo & Aloini, Davide, 2019. "How does brand-related user-generated content differ across social media? Evidence reloaded," Journal of Business Research, Elsevier, vol. 96(C), pages 322-339.
    14. Loureiro, Sandra M.C. & Cavallero, Luisa & Miranda, Francisco Javier, 2018. "Fashion brands on retail websites: Customer performance expectancy and e-word-of-mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 131-141.
    15. Jooyoung Hwang & Anita Eves & Jason L. Stienmetz, 2021. "The Impact of Social Media Use on Consumers’ Restaurant Consumption Experiences: A Qualitative Study," Sustainability, MDPI, vol. 13(12), pages 1-33, June.
    16. Baum, Daniela & Spann, Martin & Füller, Johann & Thürridl, Carina, 2019. "The impact of social media campaigns on the success of new product introductions," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 289-297.
    17. Ling Peng & Geng Cui & Yuho Chung & Chunyu Li, 2019. "A multi-facet item response theory approach to improve customer satisfaction using online product ratings," Journal of the Academy of Marketing Science, Springer, vol. 47(5), pages 960-976, September.
    18. Deszczyński Bartosz, 2017. "Word-Of-Mouth in Social Media. The Case of Polish Tourist Industry," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 53(4), pages 93-114, December.
    19. Maria del García-de los Salmones & Angel Herrero & Patricia Martínez, 2021. "Determinants of Electronic Word-of-Mouth on Social Networking Sites About Negative News on CSR," Journal of Business Ethics, Springer, vol. 171(3), pages 583-597, July.
    20. Neirotti, Paolo & Raguseo, Elisabetta & Paolucci, Emilio, 2016. "Are customers’ reviews creating value in the hospitality industry? Exploring the moderating effects of market positioning," International Journal of Information Management, Elsevier, vol. 36(6), pages 1133-1143.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:infosf:v::y::i::d:10.1007_s10796-016-9681-7. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.