Improving customer complaint management by automatic email classification using linguistic style features as predictors

Decision Support Systems

Volumn 44, Issue 4, 2008, Pages 870-882

  Coussement, Kristof ^a   Van den Poel, Dirk ^a  

^a GHENT UNIVERSITY   (Belgium)

Author keywords

Automatic email classification; Call center email; Customer Complaint Handling; Latent Semantic Indexing (LSI); Singular Value Decomposition (SVD); Voice of customers (VOC)

Indexed keywords

CLASSIFICATION (OF INFORMATION); COMPUTATIONAL LINGUISTICS; ELECTRONIC MAIL; INDEXING (OF INFORMATION); INDUSTRIAL MANAGEMENT; SINGULAR VALUE DECOMPOSITION;

AUTOMATIC EMAIL CLASSIFICATION; CALL CENTER EMAIL; CUSTOMER COMPLAINT HANDLING; LATENT SEMANTIC INDEXING (LSI); VOICE OF CUSTOMERS (VOC);

CUSTOMER SATISFACTION;

EID: 38649103134     PISSN: 01679236     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.dss.2007.10.010     Document Type: Article

References (30)

1. Aasheim C., and Koehler G.J. Scanning world wide web documents with the vector space model. Decision Support Systems 42 2 (2006)
2. Baesens B., Viaene S., Van den Poel D., Vanthienen J., and Dedene G. Bayesian neural network learning for repeat purchase modeling in direct marketing. European Journal of Operational Research 138 1 (2002)
3. Bell C., and Jones K.P. Toward everyday language information retrieval systems via minicomputers. Journal of the American Society for Information Science 30 (1979)
4. Bougie R., Pieters R., and Zeelenberg M. Angry customers don't come back, they get back: the experience and behavioural implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science 31 4 (2003)
5. Bucklin R.E., and Gupta S. Brand Choice, purchase incidence and segmentation: an integrated modeling approach. Journal of Marketing Research 29 (1992)
6. Chen R.C., and Hsieh C.H. Web page classification based on a support vector machine using a weighted vote schema. Expert Systems with Applications 31 2 (2006)
7. Deerweester S., Dumais S., Furnas G., Landauer T., and Harshman R. Indexing by latent semantic analysis. Journal of the American Society for Information Science 41 6 (1990)
8. DeLong E.R., DeLong D.M., and Clarke-Pearson D.L. Comparing the areas under two or more correlated receiver operating characteristic curves: a nonparametric approach. Biometrics 44 3 (1988)
9. Freund Y., and Schapire R.E. A decision-theoretic generalization of on-line learning and an application to boosting. Journal of Computer and System Sciences 55 1 (1997)
10. Gopal R.D., Tripathi A.K., and Walter Z.D. Economics of first-contact email advertising. Decision Support Systems 42 3 (2006)
11. Hanley J.A., and McNeil B.J. The meaning and use of the area under a receiver operating characteristic (ROC) curve. Radiology 143 1 (1982)
12. Hastie T., Tibshirani R., and Friedman J. The elements of statistical learning: data mining, inference and prediction. Springer Series in Statistics (2003), Springer-Verlag, New York
13. Heskett J.L., Jones T.O., Loveman G.W., Sasser W.E., and Schlesinger L.A. Putting the service-profit chain to work. Harvard Business Review 72 (March-April 1994)
14. Kiang M.Y., Raghu T.S., and Shang K.H.M. Marketing on the Internet - who can benefit from an online marketing approach?. Decision Support Systems 27 4 (2000)
15. Kraaij W., and Pohlmann R. Viewing stemming as recall enhancement. Proceedings of the 19th Annual International ACM SIGIR Conference on Research and Development in Information Retrieval (Zurich Switzerland) (1996)
16. Liang C.Y., Guo L., Xia Z.H., Nie F.G., Li X.X., Su L.A., and Yang Z.Y. Dictionary-based text categorization of chemical web pages. Information Processing and Management 42 4 (2006)
17. Morrison D.G. On the interpretation of discriminant analysis. Journal of Marketing Research 6 (1969)
18. Mangiameli P., West D., and Rampal R. Model selection for medical diagnosis decision support systems. Decision Support Systems 36 3 (2004)
19. Pennebaker J.W., Francis M.E., and Booth R.J. Linguistic Inquiry and Word Count (LIWC) (2001), Erlbaum Publishers, Mahwah, N.J.
20. Pontes M., and Kelly C. The identification of inbound call center agents' competencies that are related to callers' repurchase intentions. Journal of Interactive Marketing 14 (2000)
21. Salton G. A Theory of Indexing (1975), J.W. Arrowsmith, Bristol, UK
22. Salton G. Automatic Text Processing: The Transformation, Analysis and Retrieval of Information by Computer (1989), Addison-Wesley, Reading, MA
23. Salton G., and Buckley C. Term-weighting approaches in automatic text retrieval. Information Processing and Management 24 5 (1988)
24. Salton G. The SMART Retrieval System: Experiments in Automatic Document Processing (1971), Prentice Hall, Englewood Cliffs, NJ
25. Schapire R.E., and Singer Y. BoosTexter: a boosting-based system for text categorization. Machine Learning 39 2-3 (2000)
26. Smith A.K., and Bolton R.N. The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments. Journal of the Academy of Marketing Science 30 (2002)
27. Sparck Jones K. Index term weighting. Information Storage and Retrieval 9 11 (1973)
28. Tax S.S., and Brown S.W. Recovering and learning from service failures. Sloan Management Review 40 1 (1998)
29. Weng S.S., and Liu C.K. Using text classification and multiple concepts to answer emails. Expert Systems with Applications 26 4 (2004)
30. Zijlstra H., van Meerveld T., van Middendorp H., Pennebaker J.W., and Geenen R. Dutch version of the Linguistic Inquiry and Word Count (LIWC); a computerized text analysis program. Behaviour and Health (Dutch journal) 32 (2004)