{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,7,3]],"date-time":"2025-07-03T20:10:05Z","timestamp":1751573405195,"version":"3.41.0"},"publisher-location":"New York, New York, USA","reference-count":34,"publisher":"ACM Press","license":[{"start":{"date-parts":[[2018,1,1]],"date-time":"2018-01-01T00:00:00Z","timestamp":1514764800000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2018]]},"DOI":"10.1145\/3184558.3191628","type":"proceedings-article","created":{"date-parts":[[2018,4,18]],"date-time":"2018-04-18T18:04:25Z","timestamp":1524074665000},"page":"1689-1697","source":"Crossref","is-referenced-by-count":18,"title":["Customer Sentiment in Web-Based Service Interactions"],"prefix":"10.1145","author":[{"given":"Galit B.","family":"Yom-Tov","sequence":"first","affiliation":[{"name":"Technion - Israel Institute of Technology, Haifa, Israel"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Shelly","family":"Ashtar","sequence":"additional","affiliation":[{"name":"Technion - Israel Institute of Technology, Haifa, Israel"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Daniel","family":"Altman","sequence":"additional","affiliation":[{"name":"Technion - Israel Institute of Technology, Haifa, Israel"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Michael","family":"Natapov","sequence":"additional","affiliation":[{"name":"LivePerson Inc., Tel-Aviv, Israel"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Neta","family":"Barkay","sequence":"additional","affiliation":[{"name":"LivePerson Inc., Tel-Aviv, Israel"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Monika","family":"Westphal","sequence":"additional","affiliation":[{"name":"Technion - Israel Institute of Technology, Haifa, Israel"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Anat","family":"Rafaeli","sequence":"additional","affiliation":[{"name":"Technion - Israel Institute of Technology, Haifa, Israel"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"320","reference":[{"unstructured":"Apoorv Agarwal, Boyi Xie, Ilia Vovsha, Owen Rambow, and Rebecca Passonneau. 2011. Sentiment analysis of twitter data. In Proceedings of the workshop on languages in social media. Portland, Oregon, 30--38.","key":"key-10.1145\/3184558.3191628-1"},{"unstructured":"Daniel Altman. 2017. Modeling employee behavioral reactions to emotions expressed by customers. Master's thesis. bibinfoschoolTechnion--Israel Institute of Technology.","key":"key-10.1145\/3184558.3191628-2"},{"unstructured":"Teresa M Amabile, Elisabeth A. Schatzel, Giovanni B Moneta, and Steven J Kramer. 2004. Leader behaviors and the work environment for creativitity. The Leadership Quarterly Vol. 15, 1 (2004), 5--32.","key":"key-10.1145\/3184558.3191628-3"},{"unstructured":"Shelly Ashtar. 2017. The effect of customer emotion and work demands on employee unscheduled breaks. Master's thesis. bibinfoschoolTechnion--Israel Institute of Technology.","key":"key-10.1145\/3184558.3191628-4"},{"unstructured":"Samuel Brody and Noemie Elhadad. 2010. An unsupervised aspect-sentiment model for online reviews Human Language Technologies: The 2010 Annual Conference of the North American Chapter of the Association for Computational Linguistics. Association for Computational Linguistics, 804--812.","key":"key-10.1145\/3184558.3191628-5"},{"doi-asserted-by":"crossref","unstructured":"Riza Casidy and Hyunju Shin. 2015. The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions. Journal of Retailing and Consumer Services Vol. 27 (2015), 103--112.","key":"key-10.1145\/3184558.3191628-6","DOI":"10.1016\/j.jretconser.2015.07.012"},{"unstructured":"Marie T. Dasborough. 2003. Cognitive Asymetry in employee affective reactions to leadership behaviors. Leadership Quarterly Vol. 17, 2 (2003), 1--32.","key":"key-10.1145\/3184558.3191628-7"},{"doi-asserted-by":"crossref","unstructured":"Tom DeWitt, Doan T. Nguyen, and Roger Marshall. 2008. Exploring customer loyalty following service recovery: The mediating effects of trust and emotions. Journal of Service Research Vol. 10, 3 (2008), 269--281.","key":"key-10.1145\/3184558.3191628-8","DOI":"10.1177\/1094670507310767"},{"doi-asserted-by":"crossref","unstructured":"Susan Folkman, Richard S. Lazarus, Christine Dunkel-Schetter, Anita DeLongis, and Rand J. Gruen. 1986. Dynamics of a stressful encounter. Journal of Personality and Social Psychology Vol. 50, 5 (1986), 992.","key":"key-10.1145\/3184558.3191628-9","DOI":"10.1037\/0022-3514.50.5.992"},{"doi-asserted-by":"crossref","unstructured":"Gerard George, Ernst C Osinga, Dovev Lavie, and Brent A Scott. 2016. Big Data and Data Science methods for management research. Academy of Management Journal Vol. 59, 5 (2016), 1493--1507.","key":"key-10.1145\/3184558.3191628-10","DOI":"10.5465\/amj.2016.4005"},{"doi-asserted-by":"crossref","unstructured":"Markus Groth and Alicia A Grandey. 2012. From bad to worse: Negative exchange spirals in employee-customer service interactions. Organizational Psychology Review Vol. 2, 3 (2012), 208--233.","key":"key-10.1145\/3184558.3191628-11","DOI":"10.1177\/2041386612441735"},{"doi-asserted-by":"crossref","unstructured":"Jonathan Herzig, Guy Feigenblat, Michal Shmueli-Scheuer, David Konopnicki, and Anat Rafaeli. 2016. Predicting customer satisfaction in customer support conversations in social media using affective features. Proceedings of UMAP '16 (2016), 115--119.","key":"key-10.1145\/3184558.3191628-12","DOI":"10.1145\/2930238.2930285"},{"doi-asserted-by":"crossref","unstructured":"George Lakoff. 1984. Performative subordinate clauses. In Proceedings of the Annual Meeting of the Berkeley Linguistics Society, Vol. Vol. 10. 472--480.","key":"key-10.1145\/3184558.3191628-13","DOI":"10.3765\/bls.v10i0.1953"},{"doi-asserted-by":"crossref","unstructured":"Robin Lakoff. 1976. Language in context. Language Vol. 48, 4 (1976), 907--927.","key":"key-10.1145\/3184558.3191628-14","DOI":"10.2307\/411994"},{"doi-asserted-by":"crossref","unstructured":"Rikard Larsson. 1993. Case survey methodology: Quantitative analysis of patterns across case studies. Academy of Management Vol. 36, 6 (1993), 1515--1546.","key":"key-10.1145\/3184558.3191628-15","DOI":"10.2307\/256820"},{"unstructured":"Christopher Manning, Raghavan Prabhakar, and Sch&#252;tze Hinrich. 2009. Introduction to information retrieval. (2009).","key":"key-10.1145\/3184558.3191628-16"},{"unstructured":"Samuel T McAbee, Ronald S Landis, and Maura I Burke. 2017. Inductive reasoning: The promise of Big Data. Human Resource Management Review Vol. 27, 2 (2017), 277--290.","key":"key-10.1145\/3184558.3191628-17"},{"unstructured":"Janet R McColl-Kennedy and Amy K Smith. 2006. Customer emotions in service failure and recovery encounters. In Research on emotion in organizations, bibfieldeditorW.J. Zerbe, N.M. Ashkanasy, and E.E.J. Haertel (Eds.). Vol. Vol. 2. Emerald Group Publishing Ltd, Bingley, UK, Chapter 10, 237--268.","key":"key-10.1145\/3184558.3191628-18"},{"unstructured":"Janet R McColl-Kennedy, Beverley A Sparks, By Beverley Sparks, and Janet McColl-Kennedy. 2003. Application of Fairness Theory to Service Failures and Service Recovery. Journal of Service Research Vol. 5, 3 (2003), 251--266.","key":"key-10.1145\/3184558.3191628-19"},{"doi-asserted-by":"crossref","unstructured":"Ella Miron-Spektor, Dorit Efrat-Treister, Anat Rafaeli, and Orit Schwarz-Cohen. 2011. Others' anger makes people work harder not smarter. Journal of Applied Psychology Vol. 96, 5 (2011), 1065--1075.","key":"key-10.1145\/3184558.3191628-20","DOI":"10.1037\/a0023593"},{"doi-asserted-by":"crossref","unstructured":"Lakshmi Narayanan, Shanker Menon, and Paul E Spector. 1999. Stress in the workplace: A comparison of gender and occupations. Journal of Organizational Behavior Vol. 20, 1 (1999), 63.","key":"key-10.1145\/3184558.3191628-21","DOI":"10.1002\/(SICI)1099-1379(199901)20:1<63::AID-JOB873>3.0.CO;2-J"},{"unstructured":"Francisco Villarroel Ordenes, Stephan Ludwig, Ko De Ruyter, Dhruv Grewal, and Martin Wetzels. 2017. Unveiling what is written in the stars. Journal of Consumer Research Vol. 43, 6 (2017), 875--894.","key":"key-10.1145\/3184558.3191628-22"},{"doi-asserted-by":"crossref","unstructured":"Anat Rafaeli, Daniel Altman, Dwayne D Gremler, Ming-Hui Huang, Dhruv Grewal, Bala Iyer, A. Parasuraman, and Ko de Ruyter. 2017. The future of frontline research: Invited Commentaries. Journal of Service Research Vol. 20, 1 (2017), 91--99.","key":"key-10.1145\/3184558.3191628-23","DOI":"10.1177\/1094670516679275"},{"doi-asserted-by":"crossref","unstructured":"Anat Rafaeli, Amir Erez, Shy Ravid, Rellie Derfler-Rozin, Dorit Efrat Treister, and Ravit Scheyer. 2012. When customers exhibit verbal aggression, employees pay cognitive costs. Journal of Applied Psychology Vol. 97, 5 (2012), 931--950.","key":"key-10.1145\/3184558.3191628-24","DOI":"10.1037\/a0028559"},{"unstructured":"Anat Rafaeli and Robert I Sutton. 1987. Expression of emotion as part of the work role. Academy of Management Review Vol. 12, 1 (1987), 23--37.","key":"key-10.1145\/3184558.3191628-25"},{"doi-asserted-by":"crossref","unstructured":"Richard Socher, Alex Perelygin, Jean Wu, Jason Chuang, Christopher D Manning, Andrew Ng, and Christopher Potts. 2013. Recursive deep models for semantic compositionality over a sentiment treebank Proceedings of the 2013 conference on empirical methods in natural language processing. 1631--1642.","key":"key-10.1145\/3184558.3191628-26","DOI":"10.18653\/v1\/D13-1170"},{"doi-asserted-by":"crossref","unstructured":"Maite Taboada, Julian Brooke, Milan Tofiloski, Kimberly Voll, and Manfred Stede. 2011. Lexicon-based methods for sentiment analysis. Computational Linguistics Vol. 37, 2 (2011), 267--307.","key":"key-10.1145\/3184558.3191628-27","DOI":"10.1162\/COLI_a_00049"},{"doi-asserted-by":"crossref","unstructured":"Yla R Tausczik and James W Pennebaker. 2010. The psychological meaning of words: LIWC and computerized text analysis methods. Journal of Language and Social Psychology Vol. 29, 1 (2010), 24--54.","key":"key-10.1145\/3184558.3191628-28","DOI":"10.1177\/0261927X09351676"},{"unstructured":"Mike Thelwall, Kevan Buckley, Georgios Paltoglou, and Di Cai. 2010. Sentiment strength detection in short informal text. The American Society for Informational science and technology Vol. 61, 12 (12. 2010), 2544--2558.","key":"key-10.1145\/3184558.3191628-29"},{"unstructured":"Gerben A van Kleef, Carsten K W De Dreu, and Antony S R Manstead. 2004. The interpersonal effects of anger and happiness in negotiations. Journal of Personality and Social Psychology Vol. 86, 1 (2004), 57--76.","key":"key-10.1145\/3184558.3191628-30"},{"unstructured":"Eugene J Webb, Donald T Campbell, Richard D Schwartz, and Lee Sechrest. 1966. Unobstrusive measures: Nonreactive research in the social sciences. Vol. Vol. 111. Rand Mc Nally, Chicago.","key":"key-10.1145\/3184558.3191628-31"},{"unstructured":"Howard M Weiss and Russell Cropanzano. 1996. Affective Events Theory. Research in Organizational Behavior Vol. 18, 1 (1996), 1--74.","key":"key-10.1145\/3184558.3191628-32"},{"unstructured":"Renxian Zhang, Dehong Gao, and Wenjie Li. 2011. What are tweeters doing: Recognizing speech acts in Twitter. Analyzing Microtext (2011), 86--91.","key":"key-10.1145\/3184558.3191628-33"},{"unstructured":"Shaodian Zhang, Erin Bantum, Jason Owen, and No&#233;mie Elhadad. 2014. Does sustained participation in an online health community affect sentiment AMIA Annual Symposium Proceedings. American Medical Informatics Association.","key":"key-10.1145\/3184558.3191628-34"}],"event":{"number":"2018","sponsor":["IW3C2, International World Wide Web Conference Committee","SIGWEB, ACM Special Interest Group on Hypertext, Hypermedia, and Web"],"acronym":"WWW '18","name":"Companion of the The Web Conference 2018","start":{"date-parts":[[2018,4,23]]},"location":"Lyon, France","end":{"date-parts":[[2018,4,27]]}},"container-title":["Companion of the The Web Conference 2018 on The Web Conference 2018 - WWW '18"],"original-title":[],"link":[{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3184558.3191628","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/dl.acm.org\/ft_gateway.cfm?id=3191628&ftid=1958477&dwn=1","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,3]],"date-time":"2025-07-03T19:28:39Z","timestamp":1751570919000},"score":1,"resource":{"primary":{"URL":"http:\/\/dl.acm.org\/citation.cfm?doid=3184558.3191628"}},"subtitle":["Automated Analyses and New Insights"],"proceedings-subject":"The Web Conference 2018","short-title":[],"issued":{"date-parts":[[2018]]},"references-count":34,"URL":"https:\/\/doi.org\/10.1145\/3184558.3191628","relation":{},"subject":[],"published":{"date-parts":[[2018]]}}}