An Exploration of Cross-border E-commerce Consumer Feedbacks:An LDA Approach

摘要：

　　Cross-border e-commerce (CBEC) has become an important channel to help a firm to go into the international market in China.The recent influx in development of CEBC has caused a simultaneous influx in accumulation of text data such as consumer feedback.To better understand consumer feedback, we collected data from a leading CBEC firm in China to explore the topics of feedback posted directly by their customers.We employed the Latent Dirichlet Allocation (LDA)model to explore the potential topics focused on most by consumers.We found 35 primary topics are mentioned by both sellers and buyers.For the sellers perspective, we found that the topics such as commission, product audit, communication between seller and buyer, order management and traffic are most important.On the buyers side, we found that return and refund, product tracking, product description, shipping time, and seller performance are the most mentioned topics.This study will help contribute to the understanding of how consumer feedback will help firms in many ways, including but not limited to recovering service and product failures, audit internal functions, and improve product quality.

关键词： Cross-border e-commerce Latent Dirichlet Allocation text mining consumer feedback LDA

作者: Jian Mou Gang Ren Chunxiu Qin Kerry Kurcz

作者单位: School of Economics and Management, Xidian University, Xian, Shaanxi, China 710126 College of Business Administration, Pusan National University Department of Information & Decision Science, University of Illinois at Chicago

会议类型: 国际会议

会议名称: The Seventeenth Wuhan International Conference on E-Business(第17届武汉电子商务国际会议)

会议地点: 武汉

会议语种:英文

页码: 22-30

在线出版日期: 2018-05-25（万方平台首次上网日期，不代表论文的发表时间）