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A Text Mining Application for Exploring the Voice of the Customer
Botzenhardt, Achim
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Maedche, Alexander
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Witt, Andreas
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URL:
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http://aisel.aisnet.org/amcis2011_submissions/274/
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Dokumenttyp:
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Konferenzveröffentlichung
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Erscheinungsjahr:
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2011
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Buchtitel:
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Proceedings of the 17th Americas Conference on Information Systems (AMCIS 2011)
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Titel einer Zeitschrift oder einer Reihe:
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Proceedings of the 17th Americas Conference on Information Systems (AMCIS 2011)
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Seitenbereich:
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Paper 274
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Veranstaltungsort:
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Detroit, Mich.
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Veranstaltungsdatum:
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August 04-07, 2011
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Ort der Veröffentlichung:
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Atlanta, Ga.
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Verlag:
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AISeL
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ISBN:
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978-0-615-50707-1
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Sprache der Veröffentlichung:
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Englisch
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Einrichtung:
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Außerfakultäre Einrichtungen > Institut für Enterprise Systems (InES)
Fakultät für Betriebswirtschaftslehre > Wirtschaftsinformatik IV (Mädche 2009-2015)
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Fachgebiet:
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330 Wirtschaft
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Abstract:
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Involving customers into the development process is a well-known best practice for creating successful products. Theclassical process of direct customer contact is time consuming and does not scale. In the past decade we have seen atremendous growth in digitally available textual sources in the form of emails or web-based data such as communities andalike. These large collections of unstructured content are containing relevant customer input, however, humans can only dealwith a limited amount of unstructured content in a given time. To address this problem, the concept of text mining has beenestablished to help humans processing large amounts of unstructured content. In this paper we present first results of a designscience research project. We have developed a text mining software artifact for extracting the voice of the customer fromunstructured content with the goal of supporting the product development process. The artifact has been piloted and evaluatedwithin a case study that we have carried out in cooperation with a large enterprise software company.
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Zusätzliche Informationen:
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Online Ressource
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 | Dieser Eintrag ist Teil der Universitätsbibliographie. |
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