Identification of Complaint Microblogs based on Multimodal and Bi-layer Fusion Framework
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Abstract:
Monitoring and responding to complaints generated by consumers are critical for enterprises and governments. In this paper we propose a multimodal and bi-layer fusion framework to identify microblogs posted on SinaWeibo, the largest social media platform in China. We design an effective and simple method for feature fusion. Based bag-of words model, we represent text and images of a post of microblogs as a unified representation. Using multimodal features, we propose a bi-layer fusion framework. Experiments on two datasets of 5000 microblogs demonstrate our method performs better than text-based methods. The weighted F-measure reaches 0.904, and F-measure of complaint class is 37.07% higher than the baseline.Keywords:
Microblogging
Complaint
Identification
Representation
Feature (linguistics)
Microblogging
Empirical Research
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Microblogging
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This article deals with the customers' complaint behaviors and complaint management for cosmetic customers. The general aim is to analyze the changes of complaint behavioral responses before and after the complaint management experiences, describing customers' response patterns in terms of how they are influenced by the service justice and satisfaction of complaint management. The most relevant contributions from the related theoretical work indicate that the better the customer complaints are managed, the higher the level of possibility for customers to complaint, especially for public and direct responses(complaint behaviors). The only exception, although the statistical significant support was not found, is the private response, as the chance gets lower than before experiencing the complaint management.
Complaint
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Two thirds of the clients who had made a complaint against the hospital were dissatisfied with the way in which the complaint was dealt with. The complaints were handled by complaint committees with an independent chair and according to written regulations. All health care providers in the Netherlands are obliged to install such complaint committees since the Clients Rights of Complaint Act was issued in 1996. The committees are to judge the complaint as founded or unfounded. In this article we investigated the factors related to clients dissatisfaction with the complaint handling. The method is secondary analysis. The data consist of 110 questionnaires completed by clients in 1999 when the Complaint Act was evaluated. The results show that clients' dissatisfaction was related to the complaint committee as well as to the hospital. In the clients' view the committee had not tried for an acceptable solution for the problem, the committee was biased and the committee had judged the complaint as unfounded. Besides, the hospital had not responded with correcting or preventive measures, according to the clients. Relatively many clients whose complaints were judged as founded remained dissatisfied. The reasons are as yet unknown. New research has been started to investigate causes of clients' dissatisfaction.
Complaint
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Analyzing and researching microblog text and microblog context, we propose a Chinese microblog's semantic expansion model based on specific context. Firstly, on the basis of analysis of microblog type, microblogs are classified into six categories: information-publish microblogs, journaling microblogs, sharing microblogs, forwarding microblogs, commentary microblogs and interactive microblogs. For information-publish microblogs, we propose a Chinese microblog's semantic expansion model based on specific context. Select forwarding comment as specific context. Microblog's effective forwarding information is added to microblog text for supplementing the microblog's semantics and improving the problem of data sparseness. The results of microblog classification performance evaluation show that the model enhances the microblog classification performance.
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Article 31 sets out (i) the consequences of the person entitled to delivery receiving checked baggage or cargo without complaint; (ii) the time limits for lodging a complaint in case of damage or delay to checked baggage or cargo; and (iii) the form and procedure for making a complaint. It also sets out the consequences of submitting a complaint after the specified time limits.
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AbstrakComplaint could easily break the social relationship between the speaker (complainer) and the hearer (complainee). In this case, the complainer may express their negative feeling by choosing the right strategy to deliver their negative feeling to the complainee. There are strategies that the complainer could apply from the mildest one to the most severe one. It helps the complainer to choose whether they want to soften or to strengthen the effect of the complaint. As we all know, complaint expression is not only appearing in conversation of the daily life but also appearing in conversation in a movie. Therefore, this research aims to analyze the complaint classifications, complaint functions, complaint strategies based on Trosborg theory and complaint responses based on Boxer and; Richards & Schmidt theories applied by the characters in “The Incredibles 2” movie.Key words: speech act, complaint, complaint classifications, complaint functions, complaint strategies, complaint responses.
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Examines complaint alternatives, identifies the relationships between consumer complaint behaviour, the store patronized and consumer complaint behaviour relative to the price of the garment purchased. Questionnaire results from 479 respondents who purchased garments from either a mass merchant, a department store, a local discounter, or a national discounter were based on a nine‐item complaint activity measure; indicated that they were likely to engage in various complaint behaviours – both “public” and “private”. A correlation was found between store, price and the type of complaint behaviour.
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This study observed the complaint strategies occurred in complaint letters which were published in newspapers. It was analyzed based on Trosborg by using descriptive qualitative approach. It focused on the strategies of complaint and the most strategies of complaint. The data were taken from twenty complaint letters which were published in Your Letters, a column for the readers to express their thoughts in Jakarta Post, especially those concerned with the service. In the newspaper, people write their complaint directly. Based on the theory, there are eight complaint strategies but the findings show that there are seven complaint strategies which occurred in the complaint letters, namely, Annoyance, Ill consequences, Indirect, Direct, Modified blame, Explicit condemnation of the accused?s action and Explicit condemnation of the accused as a person. The findings also show that complainers did not use one strategy, namely hint strategy. To conclude, the occurrences of complaint strategies show that most of the complainers use explicit condemnation of the accused?s action strategy as the strategy of complaint. The complainer states directly to the complainee by complaining about the complainee?s behavior.
Complaint
Blame
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In recent years, with the development of tourist industry, complaint rate from tourists is ever increasing, among which many are targeted toward tourist agencies. This increase in complaint leads to people’s mistrust in tourist agencies, which turns out to be harmful to the whole industry. Through the analysis of the yearly complaint about tourism industry collected in 2011, this paper finds out the causes of such complaint and therefore puts forward some suggestions on how to prevent complaint in advance. Hopefully, this paper will help provide references to other agencies in improving the service.
Complaint
Tourist industry
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