Automated extraction of customer needs from customer reviews for the enhancement of the innovative capacity

从客户评价中自动提取客户需求,提升创新能力

基本信息

项目摘要

Overall objective of this research project is the enhancement of companies innovative capacity by the precise identification of customer needs. Customer reviews from social media will be used as source of information.A companys innovative capacity correlates positively with its economic achievement. Indispensable for an innovations success is especially the knowledge of customer needs and the according product development. Customer needs arise from a subjectively perceived shortage; they are pre-economic and not directly object-related. Customer needs can hence be differentiated from concrete customer requirements and demands regarding an offered product or service. On the basis of scientific results from psychology and philosophy concerning the superordinate concept of needs, customer needs are viewed as motivational triggers of action. For this reasons, they are especially relevant as input for the innovation management. The gathering and identification of customer needs is not trivial and poses great challenges for companies. Owing to their partly latent character, customer needs are not directly measurable and accessible. Methods for the identification of customer needs comprise of elements from empirical research, e.g. classical surveys or field studies. However, these methods render the identification and gathering of customer needs costly. To date, comments from Social Media have not been broadly used as source of information of customer needs. Especially in the form of so called reviews, customers describe their experiences with a product or product-related serviced in great details. In doing so, customer not only express their preferences concerning the product, but they also give a profound insight as e.g. why they prefer a specific product feature with regard to need satisfaction. Furthermore, customers describe their individual use cases and their personal environments within reviews. An analysis of the content of customer reviews appears especially valuable for the innovation management considering the information density and the amount of available information. Yet, the great amount of available data rules a manual processing and analysis of reviews out. Aim of this research project is therefore the development of a software-based algorithm for the automated extraction of customer needs from reviews as input for the innovation management.
本研究项目的总体目标是通过准确识别客户需求来提高公司的创新能力。来自社交媒体的客户评论将被用作信息来源。一个公司的创新能力与其经济成就呈正相关。创新成功的关键在于对客户需求的了解和相应的产品开发。顾客需求源于主观感知的短缺;它们是前经济的,不直接与对象相关。因此,客户需求可以与具体的客户要求和对所提供的产品或服务的需求区分开来。根据心理学和哲学关于需求的高级概念的科学结果,客户需求被视为行动的动机触发器。因此,它们作为创新管理的投入特别重要。客户需求的收集和识别并不是一件小事,对企业来说是一个巨大的挑战。由于其部分潜在的性质,客户的需求是不能直接测量和访问。确定客户需求的方法包括经验研究的要素,例如传统调查或实地研究。然而,这些方法使得识别和收集客户需求的成本高昂。迄今为止,来自社交媒体的评论尚未被广泛用作客户需求的信息来源。特别是在所谓的评论的形式,客户描述他们的经验与产品或产品相关的服务非常详细.在这样做的时候,客户不仅表达他们的喜好有关的产品,但他们也给了深刻的见解,例如,为什么他们更喜欢一个特定的产品功能方面的需求满足.此外,客户在评论中描述他们的个人用例和个人环境。考虑到信息密度和可用信息量,对客户评论内容的分析对于创新管理显得特别有价值。然而,大量的可用数据排除了人工处理和分析评论的可能性。因此,本研究项目的目的是开发一种基于软件的算法,用于从评论中自动提取客户需求,作为创新管理的输入。

项目成果

期刊论文数量(3)
专著数量(0)
科研奖励数量(0)
会议论文数量(0)
专利数量(0)
Blueprint for a Priming Study to Identify Customer Needs in Social Media Reviews
确定社交媒体评论中客户需求的启动研究蓝图
  • DOI:
    10.1007/978-3-030-27928-8_13
  • 发表时间:
  • 期刊:
  • 影响因子:
    0
  • 作者:
    K. Briele;A. Krause;M. Ellerich;R. Schmitt
  • 通讯作者:
    R. Schmitt
Methodical data-driven integration of customer needs from Social Media into the product development process
以数据驱动的方式将社交媒体中的客户需求系统地整合到产品开发流程中
  • DOI:
    10.1016/j.procir.2020.05.023
  • 发表时间:
    2019
  • 期刊:
  • 影响因子:
    0
  • 作者:
    M. Lindemann;K. Briele;R. Schmitt
  • 通讯作者:
    R. Schmitt
Extracting Customer-Related Information for Need Identification
提取客户相关信息以进行需求识别
  • DOI:
    10.1007/978-3-030-02053-8_169
  • 发表时间:
    2018
  • 期刊:
  • 影响因子:
    0
  • 作者:
    A. Fels;K. Briele;M. Ellerich;R. Schmitt
  • 通讯作者:
    R. Schmitt
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Professor Dr.-Ing. Robert Schmitt其他文献

Professor Dr.-Ing. Robert Schmitt的其他文献

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{{ truncateString('Professor Dr.-Ing. Robert Schmitt', 18)}}的其他基金

Transfer of measurement uncertainties to reduce the effort required for proof of suitability (MessAgE)
转移测量不确定性以减少证明适用性所需的工作 (MessAgE)
  • 批准号:
    427402095
  • 财政年份:
    2019
  • 资助金额:
    --
  • 项目类别:
    Research Grants
Development of a robotic measuring system for the equivalence analysis of surface materials by using sensor fusion
利用传感器融合开发用于表面材料等效性分析的机器人测量系统
  • 批准号:
    405963282
  • 财政年份:
    2018
  • 资助金额:
    --
  • 项目类别:
    Research Grants
MUKOM - Cost-efficient determination of the measurement uncertainty of complex measurement processes
MUKOM - 经济高效地确定复杂测量过程的测量不确定度
  • 批准号:
    388678238
  • 财政年份:
    2017
  • 资助金额:
    --
  • 项目类别:
    Research Grants
Further development and implementation of a model-based, integratable multi-sensor system for automatic and process parallel determination and compensation of the volumetric error at the functional point (AutoKomp II)
进一步开发和实施基于模型的可集成多传感器系统,用于自动和过程并行确定和补偿功能点的体积误差(AutoKomp II)
  • 批准号:
    298597595
  • 财政年份:
    2016
  • 资助金额:
    --
  • 项目类别:
    Research Grants
Measurement procedure based on spectrally resolved light and photogrammetric methods for dynamic 6D coordinate measurements in large volumes (Lambda-GPS)
基于光谱分辨光和摄影测量方法的测量程序,用于大体积动态 6D 坐标测量 (Lambda-GPS)
  • 批准号:
    322750896
  • 财政年份:
    2016
  • 资助金额:
    --
  • 项目类别:
    Research Grants
Quality Intelligence (QI)
质量情报 (QI)
  • 批准号:
    279497483
  • 财政年份:
    2015
  • 资助金额:
    --
  • 项目类别:
    Research Grants
Development of a sensor for the extraction and analysis of undirected complaints in online-fora
开发用于提取和分析在线论坛中无针对性投诉的传感器
  • 批准号:
    280368616
  • 财政年份:
    2015
  • 资助金额:
    --
  • 项目类别:
    Research Grants
Model-Based Optimization of Nonconformance Management in Manufacturing Systems
制造系统中基于模型的不合格管理优化
  • 批准号:
    288492944
  • 财政年份:
    2015
  • 资助金额:
    --
  • 项目类别:
    Research Grants
Renewal proposal to SCHM1856/58-1 within an agreement of DFG and CAPES in the context of the international BRAGECRIM Program Phase 3 "Brazilian German Collaborative Research Initiative on Manufacturing Technology" for the coordination of the BRAGECRIM Coo
在国际 BRAGECRIM 计划第 3 阶段“巴西德国制造技术合作研究计划”的背景下,根据 DFG 和 CAPES 的协议,向 SCHM1856/58-1 提出更新提案,以协调 BRAGECRIM Coo
  • 批准号:
    262375853
  • 财政年份:
    2014
  • 资助金额:
    --
  • 项目类别:
    Research Grants
Non-Destructive Impact Damage Detection on Carbon Fiber Reinforced PlasticsIDD-Metro within BRAGECRIM
BRAGECRIM 内碳纤维增强塑料 IDD-Metro 的非破坏性冲击损伤检测
  • 批准号:
    262376261
  • 财政年份:
    2014
  • 资助金额:
    --
  • 项目类别:
    Research Grants

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