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Identifying Product Defects from User Complaints: A Probabilistic Defect Model

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dc.contributor.authorZhang, Xuanen
dc.contributor.authorQiao, Zhileien
dc.contributor.authorTang, Lijieen
dc.contributor.authorFan, Weiguo Patricken
dc.contributor.authorFox, Edward A.en
dc.contributor.authorWang, Gang Alanen
dc.contributor.departmentComputer Scienceen
dc.date.accessioned2016-03-04T14:26:22Zen
dc.date.available2016-03-04T14:26:22Zen
dc.date.issued2016-03-02en
dc.description.abstractThe recent surge in using social media has created a massive amount of unstructured textual complaints about products and services. However, discovering and quantifying potential product defects from large amounts of unstructured text is a nontrivial task. In this paper, we develop a probabilistic defect model (PDM) that identifies the most critical product issues and corresponding product attributes, simultaneously. We facilitate domain-oriented key attributes (e.g., product model, year of production, defective components, symptoms, etc.) of a product to identify and acquire integral information of defect. We conduct comprehensive evaluations including quantitative evaluations and qualitative evaluations to ensure the quality of discovered information. Experimental results demonstrate that our proposed model outperforms existing unsupervised method (K-Means Clustering), and could find more valuable information. Our research has significant managerial implications for mangers, manufacturers, and policy makers.en
dc.format.mimetypeapplication/pdfen
dc.identifier.trnumberTR-16-01en
dc.identifier.urihttp://hdl.handle.net/10919/64902en
dc.language.isoenen
dc.publisherDepartment of Computer Science, Virginia Polytechnic Institute & State Universityen
dc.relation.ispartofComputer Science Technical Reportsen
dc.rightsCreative Commons Attribution-NoDerivs 3.0 United Statesen
dc.rights.urihttp://creativecommons.org/licenses/by-nd/3.0/us/en
dc.subjectData and text miningen
dc.titleIdentifying Product Defects from User Complaints: A Probabilistic Defect Modelen
dc.typeTechnical reporten
dc.type.dcmitypeTexten

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