{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,10,5]],"date-time":"2026-10-05T14:06:12Z","timestamp":1791209172322,"version":"4.1.0"},"reference-count":80,"publisher":"Association for Computing Machinery (ACM)","issue":"1","license":[{"start":{"date-parts":[[2012,4,1]],"date-time":"2012-04-01T00:00:00Z","timestamp":1333238400000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.acm.org\/publications\/policies\/copyright_policy#Background"}],"funder":[{"DOI":"10.13039\/100007567","name":"City University of Hong Kong","doi-asserted-by":"publisher","award":["SRG-7002625"],"award-info":[{"award-number":["SRG-7002625"]}],"id":[{"id":"10.13039\/100007567","id-type":"DOI","asserted-by":"publisher"}]},{"DOI":"10.13039\/100007567","name":"City University of Hong Kong","doi-asserted-by":"publisher","award":["7200170"],"award-info":[{"award-number":["7200170"]}],"id":[{"id":"10.13039\/100007567","id-type":"DOI","asserted-by":"publisher"}]}],"content-domain":{"domain":["dl.acm.org"],"crossmark-restriction":true},"short-container-title":["ACM Trans. Manage. Inf. Syst."],"published-print":{"date-parts":[[2012,4]]},"abstract":"<jats:p>Enabled by Web 2.0 technologies, social media provide an unparalleled platform for consumers to share their product experiences and opinions through word-of-mouth (WOM) or consumer reviews. It has become increasingly important to understand how WOM content and metrics influence consumer purchases and product sales. By integrating marketing theories with text mining techniques, we propose a set of novel measures that focus on sentiment divergence in consumer product reviews. To test the validity of these metrics, we conduct an empirical study based on data from Amazon.com and BN.com (Barnes &amp; Noble). The results demonstrate significant effects of our proposed measures on product sales. This effect is not fully captured by nontextual review measures such as numerical ratings. Furthermore, in capturing the sales effect of review content, our divergence metrics are shown to be superior to and more appropriate than some commonly used textual measures the literature. The findings provide important insights into the business impact of social media and user-generated content, an emerging problem in business intelligence research. From a managerial perspective, our results suggest that firms should pay special attention to textual content information when managing social media and, more importantly, focus on the right measures.<\/jats:p>","DOI":"10.1145\/2151163.2151168","type":"journal-article","created":{"date-parts":[[2014,4,23]],"date-time":"2014-04-23T09:52:04Z","timestamp":1398246724000},"page":"1-23","update-policy":"https:\/\/doi.org\/10.1145\/crossmark-policy","source":"Crossref","is-referenced-by-count":60,"title":["Deciphering word-of-mouth in social media"],"prefix":"10.1145","volume":"3","author":[{"given":"Zhu","family":"Zhang","sequence":"first","affiliation":[{"name":"University of Arizona, Tucson, AZ"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Xin","family":"Li","sequence":"additional","affiliation":[{"name":"City University of Hong Kong, Kowloon, Hong Kong, P.R.C."}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Yubo","family":"Chen","sequence":"additional","affiliation":[{"name":"University of Arizona, Tucson and Tsinghua University, Beijing, China, Tucson, AZ"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"320","published-online":{"date-parts":[[2012,4,10]]},"reference":[{"key":"e_1_2_1_1_1","doi-asserted-by":"publisher","DOI":"10.1145\/1361684.1361685"},{"key":"e_1_2_1_2_1","doi-asserted-by":"publisher","DOI":"10.1007\/11899402_11"},{"key":"e_1_2_1_3_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.bushor.2009.09.003"},{"key":"e_1_2_1_4_1","doi-asserted-by":"publisher","DOI":"10.1111\/j.1540-6261.2004.00662.x"},{"key":"e_1_2_1_5_1","doi-asserted-by":"publisher","DOI":"10.1016\/0304-405X(86)90050-4"},{"key":"e_1_2_1_6_1","doi-asserted-by":"publisher","DOI":"10.1016\/S0165-4101(99)00018-X"},{"key":"e_1_2_1_7_1","doi-asserted-by":"publisher","DOI":"10.1086\/261849"},{"key":"e_1_2_1_8_1","doi-asserted-by":"publisher","DOI":"10.1007\/s10791-008-9070-z"},{"key":"e_1_2_1_9_1","doi-asserted-by":"publisher","DOI":"10.1086\/296552"},{"key":"e_1_2_1_10_1","doi-asserted-by":"publisher","DOI":"10.1109\/MIS.2010.43"},{"key":"e_1_2_1_11_1","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.1070.0810"},{"key":"e_1_2_1_12_1","doi-asserted-by":"publisher","DOI":"10.1509\/jmkr.48.2.238"},{"key":"e_1_2_1_13_1","doi-asserted-by":"publisher","DOI":"10.1023\/A:1024634613982"},{"key":"e_1_2_1_14_1","doi-asserted-by":"publisher","DOI":"10.1509\/jmkr.43.3.345"},{"key":"e_1_2_1_15_1","volume-title":"Proceedings of the Americas Conference on Information Systems.","author":"Chung W.","year":"2009","unstructured":"Chung , W. 2009 . Automatic summarization of customer reviews: An integrated approach . In Proceedings of the Americas Conference on Information Systems. Chung, W. 2009. Automatic summarization of customer reviews: An integrated approach. In Proceedings of the Americas Conference on Information Systems."},{"key":"e_1_2_1_16_1","doi-asserted-by":"publisher","DOI":"10.1111\/j.1755-053X.2005.tb00112.x"},{"key":"e_1_2_1_17_1","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.1070.0704"},{"key":"e_1_2_1_18_1","doi-asserted-by":"publisher","DOI":"10.1145\/775152.775226"},{"key":"e_1_2_1_19_1","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.49.10.1407.17308"},{"key":"e_1_2_1_20_1","doi-asserted-by":"publisher","DOI":"10.1002\/dir.20087"},{"key":"e_1_2_1_21_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.dss.2008.04.001"},{"key":"e_1_2_1_22_1","volume-title":"Proceedings of the AAAI Fall Symposium on Style and Meaning in Language, Art, and Music.","author":"Efron M.","year":"2004","unstructured":"Efron , M. 2004 . Cultural orientation: Classifying subjective documents by vocation analysis . In Proceedings of the AAAI Fall Symposium on Style and Meaning in Language, Art, and Music. Efron, M. 2004. Cultural orientation: Classifying subjective documents by vocation analysis. In Proceedings of the AAAI Fall Symposium on Style and Meaning in Language, Art, and Music."},{"key":"e_1_2_1_23_1","volume-title":"Proceedings of the 5th Conference on Language Resources and Evaluation.","author":"Esuli A.","unstructured":"Esuli , A. and Sebastiani , F . 2006. SentiWordNet: A publicly available lexical resource for opinion mining . In Proceedings of the 5th Conference on Language Resources and Evaluation. Esuli, A. and Sebastiani, F. 2006. SentiWordNet: A publicly available lexical resource for opinion mining. In Proceedings of the 5th Conference on Language Resources and Evaluation."},{"key":"e_1_2_1_24_1","doi-asserted-by":"publisher","DOI":"10.5555\/3215995.3215996"},{"key":"e_1_2_1_25_1","doi-asserted-by":"publisher","DOI":"10.1086\/499414"},{"key":"e_1_2_1_26_1","doi-asserted-by":"publisher","DOI":"10.1111\/j.1475-6803.2006.00169.x"},{"key":"e_1_2_1_27_1","doi-asserted-by":"publisher","DOI":"10.1109\/TKDE.2010.188"},{"key":"e_1_2_1_28_1","doi-asserted-by":"publisher","DOI":"10.1287\/mksc.1040.0071"},{"key":"e_1_2_1_29_1","doi-asserted-by":"publisher","DOI":"10.1007\/s11002-005-5902-4"},{"key":"e_1_2_1_30_1","unstructured":"Hair J. Anderson R. Tatham R. and Black W. 1995. Multivariate Data Analysis Prentice-Hall.   Hair J. Anderson R. Tatham R. and Black W. 1995. Multivariate Data Analysis Prentice-Hall."},{"key":"e_1_2_1_31_1","doi-asserted-by":"publisher","DOI":"10.1086\/208570"},{"key":"e_1_2_1_32_1","doi-asserted-by":"publisher","DOI":"10.1016\/0304-405X(86)90006-1"},{"key":"e_1_2_1_33_1","doi-asserted-by":"publisher","DOI":"10.2307\/2224214"},{"key":"e_1_2_1_34_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.csl.2010.07.004"},{"key":"e_1_2_1_35_1","doi-asserted-by":"publisher","DOI":"10.1086\/208574"},{"key":"e_1_2_1_36_1","doi-asserted-by":"publisher","DOI":"10.2307\/1914185"},{"key":"e_1_2_1_37_1","doi-asserted-by":"publisher","DOI":"10.1111\/j.1467-8640.2006.00277.x"},{"key":"e_1_2_1_38_1","doi-asserted-by":"publisher","DOI":"10.1214\/aoms\/1177729694"},{"key":"e_1_2_1_39_1","unstructured":"Lavrusik V. 2011. Facebook like button takes over share button functionality. http:\/\/mashable.com\/2011\/02\/27\/facebook-like-button-takes-over-share-button-functionality\/.  Lavrusik V. 2011. Facebook like button takes over share button functionality. http:\/\/mashable.com\/2011\/02\/27\/facebook-like-button-takes-over-share-button-functionality\/."},{"key":"e_1_2_1_40_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.dss.2009.09.003"},{"key":"e_1_2_1_41_1","doi-asserted-by":"publisher","DOI":"10.1287\/isre.1070.0154"},{"key":"e_1_2_1_42_1","doi-asserted-by":"publisher","DOI":"10.1109\/18.61115"},{"key":"e_1_2_1_43_1","doi-asserted-by":"publisher","DOI":"10.1145\/1060745.1060797"},{"key":"e_1_2_1_44_1","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.70.3.074"},{"key":"e_1_2_1_45_1","first-page":"8","article-title":"User-generated content on social media: Predicting new product market success from online word-of-mouth","volume":"25","author":"Liu Y.","year":"2010","unstructured":"Liu , Y. , Chen , Y. , Lusch , R. , Chen , H. , Zimbra , D. , and Zeng , S. 2010 . User-generated content on social media: Predicting new product market success from online word-of-mouth . IEEE Intell. Syst. 25 , 6, 8 -- 12 . Liu, Y., Chen, Y., Lusch, R., Chen, H., Zimbra, D., and Zeng, S. 2010. User-generated content on social media: Predicting new product market success from online word-of-mouth. IEEE Intell. Syst. 25, 6, 8--12.","journal-title":"IEEE Intell. Syst."},{"key":"e_1_2_1_46_1","doi-asserted-by":"publisher","DOI":"10.1145\/1277741.1277845"},{"key":"e_1_2_1_47_1","doi-asserted-by":"publisher","DOI":"10.1177\/002224379102800302"},{"key":"e_1_2_1_48_1","volume-title":"Proceedings of the 1st Workshop on Stylistic Analysis of Text for Information Access.","author":"Mishne G.","year":"2005","unstructured":"Mishne , G. 2005 . Experiments with mood classification in blog posts . In Proceedings of the 1st Workshop on Stylistic Analysis of Text for Information Access. Mishne, G. 2005. Experiments with mood classification in blog posts. In Proceedings of the 1st Workshop on Stylistic Analysis of Text for Information Access."},{"key":"e_1_2_1_49_1","volume-title":"Proceedings of the Text Retrieval Conference.","author":"Mishne G.","year":"2006","unstructured":"Mishne , G. 2006 . Multiple ranking strategies for opinion retrieval in blogs . In Proceedings of the Text Retrieval Conference. Mishne, G. 2006. Multiple ranking strategies for opinion retrieval in blogs. In Proceedings of the Text Retrieval Conference."},{"key":"e_1_2_1_50_1","doi-asserted-by":"publisher","DOI":"10.1086\/208925"},{"key":"e_1_2_1_51_1","doi-asserted-by":"publisher","DOI":"10.1257\/0002828054825619"},{"key":"e_1_2_1_52_1","doi-asserted-by":"publisher","DOI":"10.1145\/945645.945658"},{"key":"e_1_2_1_53_1","volume-title":"Proceedings of the AAAI Spring Symposium on Exploring Attitude and Affect in Text. 598--603","author":"Nigam K.","unstructured":"Nigam , K. and Hurst , M . 2004. Towards a robust metric of opinion . In Proceedings of the AAAI Spring Symposium on Exploring Attitude and Affect in Text. 598--603 . Nigam, K. and Hurst, M. 2004. Towards a robust metric of opinion. In Proceedings of the AAAI Spring Symposium on Exploring Attitude and Affect in Text. 598--603."},{"key":"e_1_2_1_54_1","doi-asserted-by":"publisher","DOI":"10.3115\/1219840.1219855"},{"key":"e_1_2_1_55_1","doi-asserted-by":"publisher","DOI":"10.1561\/1500000011"},{"key":"e_1_2_1_56_1","doi-asserted-by":"publisher","DOI":"10.3115\/1118693.1118704"},{"key":"e_1_2_1_57_1","doi-asserted-by":"publisher","DOI":"10.3115\/1220575.1220618"},{"key":"e_1_2_1_58_1","doi-asserted-by":"publisher","DOI":"10.1287\/mksc.16.1.24"},{"key":"e_1_2_1_59_1","doi-asserted-by":"publisher","DOI":"10.1109\/91.940962"},{"key":"e_1_2_1_60_1","doi-asserted-by":"publisher","DOI":"10.1109\/MIS.2008.57"},{"key":"e_1_2_1_61_1","doi-asserted-by":"crossref","unstructured":"Sun M. 2009. How does variance of product ratings matter&quest; (http:\/\/papers.ssrn.com\/sol3\/papers.cfm?abstract _id=1400173).  Sun M. 2009. How does variance of product ratings matter&quest; (http:\/\/papers.ssrn.com\/sol3\/papers.cfm?abstract _id=1400173).","DOI":"10.2139\/ssrn.1400173"},{"key":"e_1_2_1_62_1","volume-title":"The Wisdom of Crowds","author":"Surowiecki J.","unstructured":"Surowiecki , J. 2005. The Wisdom of Crowds . Anchor Books , New York . Surowiecki, J. 2005. The Wisdom of Crowds. Anchor Books, New York."},{"key":"e_1_2_1_63_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.eswa.2007.05.028"},{"key":"e_1_2_1_64_1","doi-asserted-by":"publisher","DOI":"10.1002\/asi.v61:12"},{"key":"e_1_2_1_65_1","volume-title":"Proceedings of the Conference on Empirical Methods on Natural Language Processing. 327--335","author":"Thomas M.","unstructured":"Thomas , M. , Pang , B. , and Lee , L . 2006. Get out the vote: Determining support or opposition from congressional floor-debate transcripts . In Proceedings of the Conference on Empirical Methods on Natural Language Processing. 327--335 . Thomas, M., Pang, B., and Lee, L. 2006. Get out the vote: Determining support or opposition from congressional floor-debate transcripts. In Proceedings of the Conference on Empirical Methods on Natural Language Processing. 327--335."},{"key":"e_1_2_1_66_1","doi-asserted-by":"publisher","DOI":"10.2469\/faj.v57.n3.2449"},{"key":"e_1_2_1_67_1","doi-asserted-by":"publisher","DOI":"10.3115\/1073083.1073153"},{"key":"e_1_2_1_68_1","doi-asserted-by":"publisher","DOI":"10.1086\/209525"},{"key":"e_1_2_1_69_1","doi-asserted-by":"publisher","DOI":"10.1162\/0891201041850885"},{"key":"e_1_2_1_70_1","doi-asserted-by":"publisher","DOI":"10.3115\/1225733.1225751"},{"key":"e_1_2_1_71_1","doi-asserted-by":"publisher","DOI":"10.1162\/coli.08-012-R1-06-90"},{"key":"e_1_2_1_72_1","volume-title":"Proceedings of the 19th National Conference on Artificial Intelligence. 761--769","author":"Wilson T.","unstructured":"Wilson , T. , Wiebe , J. , and Hwa , R . 2004. Just how mad are you&quest; Finding strong and weak opinion clauses . In Proceedings of the 19th National Conference on Artificial Intelligence. 761--769 . Wilson, T., Wiebe, J., and Hwa, R. 2004. Just how mad are you&quest; Finding strong and weak opinion clauses. In Proceedings of the 19th National Conference on Artificial Intelligence. 761--769."},{"key":"e_1_2_1_73_1","volume-title":"Should online shoppers have their say&quest","author":"Woods B.","year":"2004","unstructured":"Woods , B. 2002. Should online shoppers have their say&quest ; E-Commerce Times . http:\/\/www.ecommercetimes.com\/perl\/story\/ 2004 9.html. Woods, B. 2002. Should online shoppers have their say&quest; E-Commerce Times. http:\/\/www.ecommercetimes.com\/perl\/story\/20049.html."},{"key":"e_1_2_1_74_1","volume-title":"Econometric Analysis of Cross Section and Panel Data","author":"Wooldridge J.","unstructured":"Wooldridge , J. 2002. Econometric Analysis of Cross Section and Panel Data , MIT Press . Wooldridge, J. 2002. Econometric Analysis of Cross Section and Panel Data, MIT Press."},{"key":"e_1_2_1_75_1","first-page":"3","article-title":"Understanding online consumer review opinion with sentiment analysis using machine learning","volume":"2","author":"Yang C.","year":"2010","unstructured":"Yang , C. , Tang , X. , Wong , Y. C. , and Wei , C.-P. 2010 . Understanding online consumer review opinion with sentiment analysis using machine learning . Pacif. Asia J. Assoc. Info. Syst. 2 , 3 , 7. Yang, C., Tang, X., Wong, Y. C., and Wei, C.-P. 2010. Understanding online consumer review opinion with sentiment analysis using machine learning. Pacif. Asia J. Assoc. Info. Syst. 2, 3, 7.","journal-title":"Pacif. Asia J. Assoc. Info. Syst."},{"key":"e_1_2_1_76_1","volume-title":"Proceedings of the 3rd IEEE International Conference on Data Mining. 427--434","author":"Yi J.","unstructured":"Yi , J. , Nasukawa , T. , Bunescu , R. , Niblack , W. , and Center , C . 2003. Sentiment analyzer: Extracting sentiments about a given topic using natural language processing techniques . In Proceedings of the 3rd IEEE International Conference on Data Mining. 427--434 . Yi, J., Nasukawa, T., Bunescu, R., Niblack, W., and Center, C. 2003. Sentiment analyzer: Extracting sentiments about a given topic using natural language processing techniques. In Proceedings of the 3rd IEEE International Conference on Data Mining. 427--434."},{"key":"e_1_2_1_77_1","doi-asserted-by":"publisher","DOI":"10.3115\/1119355.1119372"},{"key":"e_1_2_1_78_1","doi-asserted-by":"publisher","DOI":"10.1002\/asi.v60:12"},{"key":"e_1_2_1_79_1","doi-asserted-by":"publisher","DOI":"10.1109\/MIS.2008.95"},{"key":"e_1_2_1_80_1","doi-asserted-by":"publisher","DOI":"10.1509\/jm.74.2.133"}],"container-title":["ACM Transactions on Management Information Systems"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/2151163.2151168","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/dl.acm.org\/doi\/pdf\/10.1145\/2151163.2151168","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,6,18]],"date-time":"2025-06-18T06:06:19Z","timestamp":1750226779000},"score":1,"resource":{"primary":{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/2151163.2151168"}},"subtitle":["Text-based metrics of consumer reviews"],"short-title":[],"issued":{"date-parts":[[2012,4]]},"references-count":80,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2012,4]]}},"alternative-id":["10.1145\/2151163.2151168"],"URL":"https:\/\/doi.org\/10.1145\/2151163.2151168","relation":{},"ISSN":["2158-656X","2158-6578"],"issn-type":[{"value":"2158-656X","type":"print"},{"value":"2158-6578","type":"electronic"}],"subject":[],"published":{"date-parts":[[2012,4]]},"assertion":[{"value":"2012-01-01","order":0,"name":"received","label":"Received","group":{"name":"publication_history","label":"Publication History"}},{"value":"2012-01-01","order":1,"name":"accepted","label":"Accepted","group":{"name":"publication_history","label":"Publication History"}},{"value":"2012-04-10","order":2,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}]}}