Browsing by Author "Abrahams, Alan Samuel"
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- Assessing Nonprofit Websites: Developing an Evaluation ModelKirk, Kristin Cherish (Virginia Tech, 2018-04-23)Nonprofit organizations are pivotal actors in society, and their websites can play important roles in aiding organizations in their socially-beneficial missions by serving as a platform to present information, to interact with stakeholders and to perform online transactions. This dissertation analyzed nonprofit websites in the United States (U.S.) and in Thailand in a series of three articles. The first developed a website evaluative instrument, based on an e-commerce model, and applied it to nonprofit websites through a manual decoding process. That article's findings suggested that Thai websites are not considerably different than U.S. nonprofit websites, except more American websites offer online transactions. The second article analyzed two different types of nonprofits in Thailand using the same model to assess website development in an emerging market. That analysis suggested local Thai nonprofits' websites lagged significantly behind those of internationally connected nonprofit organizations in the country in the features they offered. The third article compared the adapted model employed in the second analysis, which used manual decoding for website examination, to a commercially available, automated evaluation service. That analysis highlighted the differences between the two assessment tools and found them to be complementary, but independently insufficient to ensure robust nonprofit website evaluation.
- Automated extraction of product feedback from online reviews: Improving efficiency, value, and total yieldGoldberg, David Michael (Virginia Tech, 2019-04-25)In recent years, the expansion of online media has presented firms with rich and voluminous new datasets with profound business applications. Among these, online reviews provide nuanced details on consumers' interactions with products. Analysis of these reviews has enormous potential, but the enormity of the data and the nature of unstructured text make mining these insights challenging and time-consuming. This paper presents three studies examining this problem and suggesting techniques for automated extraction of vital insights. The first study examines the problem of identifying mentions of safety hazards in online reviews. Discussions of hazards may have profound importance for firms and regulators as they seek to protect consumers. However, as most online reviews do not pertain to safety hazards, identifying this small portion of reviews is a challenging problem. Much of the literature in this domain focuses on selecting "smoke terms," or specific words and phrases closely associated with the mentions of safety hazards. We first examine and evaluate prior techniques to identify these reviews, which incorporate substantial human opinion in curating smoke terms and thus vary in their effectiveness. We propose a new automated method that utilizes a heuristic to curate smoke terms, and we find that this method is far more efficient than the human-driven techniques. Finally, we incorporate consumers' star ratings in our analysis, further improving prediction of safety hazard-related discussions. The second study examines the identification of consumer-sourced innovation ideas and opportunities from online reviews. We build upon a widely-accepted attribute mapping framework from the entrepreneurship literature for evaluating and comparing product attributes. We first adapt this framework for use in the analysis of online reviews. Then, we develop analytical techniques based on smoke terms for automated identification of innovation opportunities mentioned in online reviews. These techniques can be used to profile products as to attributes that affect or have the potential to affect their competitive standing. In collaboration with a large countertop appliances manufacturer, we assess and validate the usefulness of these suggestions, tying together the theoretical value of the attribute mapping framework and the practical value of identifying innovation-related discussions in online reviews. The third study addresses safety hazard monitoring for use cases in which a higher yield of safety hazards detected is desirable. We note a trade-off between the efficiency of hazard techniques described in the first study and the depth of such techniques, as a high proportion of identified records refer to true hazards, but several important hazards may be undetected. We suggest several techniques for handling this trade-off, including alternate objective functions for heuristics and fuzzy term matching, which improve the total yield. We examine the efficacy of each of these techniques and contrast their merits with past techniques. Finally, we test the capability of these methods to generalize to online reviews across different product categories.
- Consumer-Centric Innovation for Mobile Apps Empowered by Social Media AnalyticsQiao, Zhilei (Virginia Tech, 2018-06-20)Due to the rapid development of Internet communication technologies (ICTs), an increasing number of social media platforms exist where consumers can exchange comments online about products and services that businesses offer. The existing literature has demonstrated that online user-generated content can significantly influence consumer behavior and increase sales. However, its impact on organizational operations has been primarily focused on marketing, with other areas understudied. Hence, there is a pressing need to design a research framework that explores the impact of online user-generated content on important organizational operations such as product innovation, customer relationship management, and operations management. Research efforts in this dissertation center on exploring the co-creation value of online consumer reviews, where consumers' demands influence firms' decision-making. The dissertation is composed of three studies. The first study finds empirical evidence that quality signals in online product reviews are predictors of the timing of firms' incremental innovation. Guided by the product differentiation theory, the second study examines how companies' innovation and marketing differentiation strategies influence app performance. The last study proposes a novel text analytics framework to discover different information types from user reviews. The research contributes theoretical and practical insights to consumer-centric innovation and social media analytics literature.
- Ensemble Learning Techniques for Structured and Unstructured DataKing, Michael Allen (Virginia Tech, 2015-04-01)This research provides an integrated approach of applying innovative ensemble learning techniques that has the potential to increase the overall accuracy of classification models. Actual structured and unstructured data sets from industry are utilized during the research process, analysis and subsequent model evaluations. The first research section addresses the consumer demand forecasting and daily capacity management requirements of a nationally recognized alpine ski resort in the state of Utah, in the United States of America. A basic econometric model is developed and three classic predictive models evaluated the effectiveness. These predictive models were subsequently used as input for four ensemble modeling techniques. Ensemble learning techniques are shown to be effective. The second research section discusses the opportunities and challenges faced by a leading firm providing sponsored search marketing services. The goal for sponsored search marketing campaigns is to create advertising campaigns that better attract and motivate a target market to purchase. This research develops a method for classifying profitable campaigns and maximizing overall campaign portfolio profits. Four traditional classifiers are utilized, along with four ensemble learning techniques, to build classifier models to identify profitable pay-per-click campaigns. A MetaCost ensemble configuration, having the ability to integrate unequal classification cost, produced the highest campaign portfolio profit. The third research section addresses the management challenges of online consumer reviews encountered by service industries and addresses how these textual reviews can be used for service improvements. A service improvement framework is introduced that integrates traditional text mining techniques and second order feature derivation with ensemble learning techniques. The concept of GLOW and SMOKE words is introduced and is shown to be an objective text analytic source of service defects or service accolades.
- A framework for finding and summarizing product defects, and ranking helpful threads from online customer forums through machine learningJiao, Jian (Virginia Tech, 2013-06-05)The Internet has revolutionized the way users share and acquire knowledge. As important and popular Web-based applications, online discussion forums provide interactive platforms for users to exchange information and report problems. With the rapid growth of social networks and an ever increasing number of Internet users, online forums have accumulated a huge amount of valuable user-generated data and have accordingly become a major information source for business intelligence. This study focuses specifically on product defects, which are one of the central concerns of manufacturing companies and service providers, and proposes a machine learning method to automatically detect product defects in the context of online forums. To complement the detection of product defects , we also present a product feature extraction method to summarize defect threads and a thread ranking method to search for troubleshooting solutions. To this end, we collected different data sets to test these methods experimentally and the results of the tests show that our methods are very promising: in fact, in most cases, they outperformed the current state-of-the-art methods.
- Human Learning-Augmented Machine Learning Frameworks for Text AnalyticsXia, Long (Virginia Tech, 2020-05-18)Artificial intelligence (AI) has made astonishing breakthroughs in recent years and achieved comparable or even better performance compared to humans on many real-world tasks and applications. However, it is still far from reaching human-level intelligence in many ways. Specifically, although AI may take inspiration from neuroscience and cognitive psychology, it is dramatically different from humans in both what it learns and how it learns. Given that current AI cannot learn as effectively and efficiently as humans do, a natural solution is analyzing human learning processes and projecting them into AI design. This dissertation presents three studies that examined cognitive theories and established frameworks to integrate crucial human cognitive learning elements into AI algorithms to build human learning–augmented AI in the context of text analytics. The first study examined compositionality—how information is decomposed into small pieces, which are then recomposed to generate larger pieces of information. Compositionality is considered as a fundamental cognitive process, and also one of the best explanations for humans' quick learning abilities. Thus, integrating compositionality, which AI has not yet mastered, could potentially improve its learning performance. By focusing on text analytics, we first examined three levels of compositionality that can be captured in language. We then adopted design science paradigms to integrate these three types of compositionality into a deep learning model to build a unified learning framework. Lastly, we extensively evaluated the design on a series of text analytics tasks and confirmed its superiority in improving AI's learning effectiveness and efficiency. The second study focused on transfer learning, a core process in human learning. People can efficiently and effectively use knowledge learned previously to solve new problems. Although transfer learning has been extensively studied in AI research and is often a standard procedure in building machine learning models, existing techniques are not able to transfer knowledge as effectively and efficiently as humans. To solve this problem, we first drew on the theory of transfer learning to analyze the human transfer learning process and identify the key elements that elude AI. Then, following the design science paradigm, a novel transfer learning framework was proposed to explicitly capture these cognitive elements. Finally, we assessed the design artifact's capability to improve transfer learning performance and validated that our proposed framework outperforms state-of-the-art approaches on a broad set of text analytics tasks. The two studies above researched knowledge composition and knowledge transfer, while the third study directly addressed knowledge itself by focusing on knowledge structure, retrieval, and utilization processes. We identified that despite the great progress achieved by current knowledge-aware AI algorithms, they are not dealing with complex knowledge in a way that is consistent with how humans manage knowledge. Grounded in schema theory, we proposed a new design framework to enable AI-based text analytics algorithms to retrieve and utilize knowledge in a more human-like way. We confirmed that our framework outperformed current knowledge-based algorithms by large margins with strong robustness. In addition, we evaluated more intricately the efficacy of each of the key design elements.
- Online Review Analytics: New Methods for discovering Key Product Quality and Service ConcernsZaman, Nohel (Virginia Tech, 2019-07-09)The purpose of this dissertation intends to discover as well as categorize safety concern reports in online reviews by using key terms prevalent in sub-categories of safety concerns. This dissertation extends the literature of semi-automatic text classification methodology in monitoring and classifying product quality and service concerns. We develop various text classification methods for finding key concerns across a diverse set of product and service categories. Additionally, we generalize our results by testing the performance of our methodologies on online reviews collected from two different data sources (Amazon product reviews and Facebook hospital service reviews). Stakeholders such as product designers and safety regulators can use the semi-automatic classification procedure to subcategorize safety concerns by injury type and narrative type (Chapter 1). We enhance the text classification approach by proposing a Risk Assessment Model for quality management (QM) professionals, safety regulators, and product designers to allow them to estimate overall risk level of specific products by analyzing consumer-generated content in online reviews (Chapter 2). Monitoring and prioritizing the hazard risk levels of products will help the stakeholders to make appropriate actions on mitigating the risk of product safety. Lastly, the text classification approach discovers and ranks aspects of services that predict overall user satisfaction (Chapter 3). The key service terms are beneficial for healthcare providers to rapidly trace specific service concerns for improving the hospital services.
- Text Analytics for Customer Engagement in Social MediaGruss, Richard J. (Virginia Tech, 2018-04-25)Businesses have recognized that customers provide value to the firm beyond transactions, and leveraging this value through relationships in social media is a new area of interest for both academics and practitioners. Recent research has investigated how businesses can best manage their online presence on platforms not fully under their control, such as Facebook, YouTube, Instagram, TripAdvisor, and Yelp, among others. This dissertation extends the literature of customer engagement in social media through four contributions. First, we propose a framework that foregrounds the textual artifacts involved in online communication. Second, we develop a novel method for discovering the elements of successful Business to Customer (B2C) messages in online communities. Third, we propose a method, validated through experimentation, for finding critical product feedback in Customer to Customer (C2C) communications. Finally, we demonstrate that a set of novel numerical features can enhance the discovery of product defect mentions in C2C communications. We conclude by proposing a research agenda suggested by the framework that will further enhance our understanding of the complex customer interactions that characterize business in the era of social media.
- Toward A Healthcare Services EcosystemDavis, Zachary Edward (Virginia Tech, 2018-04-18)This research examines the healthcare services ecosystem and the impact and role service interventions made by providers and patients have on this ecosystem. Each area has an important role in contributing to the value and sustainability of the ecosystem. Healthcare, as a community service, requires a minimum of two counterparts: the providers and the customers, in this case the patients. Healthcare is a unique ecosystem because often the customers are not conscious of the interplay of the ecosystem but are reliant upon the system for their health and wellbeing. The first section of this dissertation examines the effects that occur in the healthcare ecosystem when part of the system experiences a disaster and the impact and role of other areas of the system in response to the disaster, particularly regarding the resilience. Similar to a biological ecosystem that is undergoing a flood, in the healthcare services ecosystem if too many patients present to the Emergency Department (ED) at the same time disaster level overcrowding will occur. We aim to measure the resilience of the healthcare ecosystem to this disaster level overcrowding. The second section of this dissertation examines how the components of the healthcare ecosystem maintain sustainability and usability. Healthcare professionals are assessed regarding their ability to maintain the healthcare ecosystem, with a specific focus on what occurs after patients are in the hospital system. To examine the ability of the healthcare professionals to maintain the ecosystem we analyze the usability and adaptability of the electronic health record and the professional's workflows to determine how they use this tool to sustain the healthcare ecosystem. The third section of this dissertation examines patient self-management and the influence this has on the healthcare ecosystem. Much of the management of health in patients, particularly those with chronic illnesses, occurs outside of the hospital, thus examining this aspect of self-care provides insight on the overall system. This research examines patients with a chronic illness and their use of online health communities, with a particular focus on their reciprocal behaviors and the impact this support system has on their overall health state. By examining these aspects of the healthcare services ecosystem, we can better improve our understanding of these phenomena.