{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,20]],"date-time":"2026-03-20T14:49:18Z","timestamp":1774018158099,"version":"3.50.1"},"reference-count":54,"publisher":"Emerald","issue":"5","license":[{"start":{"date-parts":[[2020,3,25]],"date-time":"2020-03-25T00:00:00Z","timestamp":1585094400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["JEIM"],"published-print":{"date-parts":[[2020,12,3]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>This research proposes a text analytics\u2013based framework that examines the utility of online customer reviews in evaluating automobile manufacturers and discovering their consumer-perceived weaknesses.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>The proposed framework integrates aspect-level sentiment analysis with the house of quality (HoQ), TOPSIS, Pareto chart and fishbone diagram. While sentiment analysis mines and quantifies review-embedded consumer opinions on various automobile attributes, the integrated HoQ-TOPSIS analyzes the quantified opinions and evaluates the manufacturers. The Pareto charts assist in discovering consumer-perceived weaknesses of the underperforming manufacturers. Finally, the fishbone diagram visually represents the results in the form with which the manufacturing community is acquainted.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>The proposed framework is tested on a review data set collected from CarWale, a well-known car portal in India. Selecting five manufacturers from the mid-size car segment, the authors identified the worst-performing one and discovered its weak attributes.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title><jats:p>The proposed framework can help the manufacturers in evaluating competitor; identifying consumers' contemporary interests; discovering own and their competitors' weak attributes; assessing the suppliers and sending early warnings; detecting the hazardous defects. It can assist the component suppliers in devising process improvement strategies; improving their customer network; comparing them with competitors. It can support the customers in identifying the best available alternative.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>The proposed framework is first of its kind to integrate the sentiment analysis with (1) HoQ-TOPSIS to assess the manufacturers; (2) Pareto chart to discover their weaknesses; (3) fishbone diagram to visually represent the results.<\/jats:p><\/jats:sec>","DOI":"10.1108\/jeim-09-2019-0292","type":"journal-article","created":{"date-parts":[[2020,3,25]],"date-time":"2020-03-25T07:48:37Z","timestamp":1585122517000},"page":"1153-1198","source":"Crossref","is-referenced-by-count":24,"title":["Do online consumer reviews help to evaluate the performance of automobile 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