Izvorni znanstveni članak
https://doi.org/10.1080/1331677X.2022.2106275
Dynamic preference elicitation of customer behaviours in e-commerce from online reviews based on expectation confirmation theory
Keyu Lu
Huchang Liao
Sažetak
Preference change, also known as preference drift, is one of the factors
that online retailers need to consider to accurately collect consumer
preferences and make personalised recommendations. Online
reviews have been widely used to analyse the preference drift of
consumers. However, previous studies on online reviews ignored the
psychological perceptions of consumers in terms of satisfaction. This
paper aims to develop a method for dynamic preference elicitation
from online reviews based on exploring the theory of consumer satisfaction
formation. Based on the framework of expectation confirmation
theory, we develop formulas for expressing the relations
among expectation, perceived performance, confirmation, and satisfaction.
We then use the proposed dynamic preference elicitation
model to predict the change of consumer overall preference after
each review and rank products for consumers’ next purchase. We
test the proposed approach with a case study based on a data set
from Amazon.com. It is founded that the satisfaction changes in
each purchase, and this change will affect the prediction of the next
product ranking. The case study is based on one product group, and
further research is needed to see if the operation of the proposed
method can be extended to other kinds of products
Ključne riječi
Behavioural OR; preference elicitation; preference drift; online reviews; consumer satisfaction
Hrčak ID:
306623
URI
Datum izdavanja:
30.4.2023.
Posjeta: 170 *