{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,18]],"date-time":"2026-06-18T19:44:27Z","timestamp":1781811867357,"version":"3.54.5"},"reference-count":72,"publisher":"Emerald","issue":"1","license":[{"start":{"date-parts":[[2019,11,1]],"date-time":"2019-11-01T00:00:00Z","timestamp":1572566400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["INTR"],"published-print":{"date-parts":[[2019,11,1]]},"abstract":"<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title>\n<jats:p>User-generated social media comments can be a useful source of information for understanding online corporate reputation. However, the manual classification of these comments is challenging due to their high volume and unstructured nature. The purpose of this paper is to develop a classification framework and machine learning model to overcome these limitations.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title>\n<jats:p>The authors create a multi-dimensional classification framework for the online corporate reputation that includes six main dimensions synthesized from prior literature: quality, reliability, responsibility, successfulness, pleasantness and innovativeness. To evaluate the classification framework\u2019s performance on real data, the authors retrieve 19,991 social media comments about two Finnish banks and use a convolutional neural network (CNN) to classify automatically the comments based on manually annotated training data.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Findings<\/jats:title>\n<jats:p>After parameter optimization, the neural network achieves an accuracy between 52.7 and 65.2 percent on real-world data, which is reasonable given the high number of classes. The findings also indicate that prior work has not captured all the facets of online corporate reputation.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title>\n<jats:p>For practical purposes, the authors provide a comprehensive classification framework for online corporate reputation, which companies and organizations operating in various domains can use. Moreover, the authors demonstrate that using a limited amount of training data can yield a satisfactory multiclass classifier when using CNN.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title>\n<jats:p>This is the first attempt at automatically classifying online corporate reputation using an online-specific classification framework.<\/jats:p>\n<\/jats:sec>","DOI":"10.1108\/intr-07-2018-0318","type":"journal-article","created":{"date-parts":[[2019,11,5]],"date-time":"2019-11-05T07:05:55Z","timestamp":1572937555000},"page":"45-66","source":"Crossref","is-referenced-by-count":37,"title":["Classifying online corporate reputation with machine learning: a study in the banking domain"],"prefix":"10.1108","volume":"30","author":[{"given":"Anette","family":"Rantanen","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Joni","family":"Salminen","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Filip","family":"Ginter","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Bernard J.","family":"Jansen","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","reference":[{"issue":"3","key":"key2020042711475240600_ref001","doi-asserted-by":"crossref","first-page":"347","DOI":"10.1177\/002224379703400304","article-title":"Dimensions of brand personality","volume":"34","year":"1997","journal-title":"Journal of Marketing Research"},{"issue":"7\/8","key":"key2020042711475240600_ref002","doi-asserted-by":"crossref","first-page":"1048","DOI":"10.1108\/03090561211230197","article-title":"Corporate identity, corporate branding and corporate reputations: reconciliation and integration","volume":"46","year":"2012","journal-title":"European Journal of Marketing"},{"key":"key2020042711475240600_ref003","volume-title":"Guide to Convolutional Neural Networks: A Practical Application to Traffic-Sign Detection and Classification","year":"2017","edition":"1st ed."},{"issue":"4","key":"key2020042711475240600_ref004","doi-asserted-by":"crossref","first-page":"217","DOI":"10.1057\/palgrave.crr.1550056","article-title":"Online and offline corporate brand images: do they differ?","volume":"10","year":"2007","journal-title":"Corporate Reputation Review"},{"issue":"4","key":"key2020042711475240600_ref005","doi-asserted-by":"crossref","first-page":"368","DOI":"10.1057\/palgrave.crr.1540005","article-title":"Reputation and the corporate brand","volume":"6","year":"2004","journal-title":"Corporate Reputation Review"},{"key":"key2020042711475240600_ref006","unstructured":"Arola, H. 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