Journal of Internet Computing and Services (인터넷정보학회논문지)

Korean Society for Internet Information (한국인터넷정보학회)
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The Influence of Negative Emotions on Customer Contribution to Organizational Innovation in an Online Brand Community

온라인 브랜드 커뮤니티 내 부정적 감정들이 기업 혁신을 위한 고객 기여에 미치는 영향

  • Received : 2013.03.27
  • Accepted : 2013.06.09
  • Published : 2013.08.31
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Abstract

In recent years, online brand communities, whereby firms and customers interact freely, are emerging trend, because customers' opinions collected in these communities can help firms to achieve their innovation effectively. In this study, we examined whether customer opinions containing negative emotions have influence on their adoption for organizational innovation. To that end, we firstly classified negative emotions into five categories of detailed negative emotions such as Fear, Anger, Shame, Sadness, and Frustration. Then, we developed a lexicon for each category of negative emotions, using WordNet and SentiWordNet. From 81,543 customer opinions collected from MyStarbucksIdea.com which is Starbucks' brand community, we extracted terms that belong to each lexicon. We conducted an experiment to examine whether the existence, frequency and strength of terms with negative emotions in each category affect the adoption of customer opinions for organizational innovation. In the experiment, we statistically verified that there is a positive relationship between customer ideas containing negative emotions and their adoption for innovation. Especially, Frustration and Sadness out of the five emotions are significantly influential to organizational innovation.

최근 많은 기업들이 도입하는 온라인 브랜드 커뮤니티는 기업 혁신에 도움이 될 고객의 의견을 수집하는 데 유용하게 활용되고 있다. 본 논문은 온라인 브랜드 커뮤니티에 게시되는 다양한 의견들 중 부정적 감정을 담고 있는 고객의견이 기업 혁신에 기여하는데 미치는 영향력을 분석하였다. 이를 위해 먼저 부정적 감정을 Fear, Anger, Shame, Sadness, Frustration의 총 다섯 가지 세분화된 감정으로 분류하고 WordNet과 SentiWordNet을 기반으로 부정적 감정에 대한 감정 어휘군을 구축하였다. 실험을 위해 본 연구에서는 스타벅스의 브랜드 커뮤니티인 MyStarbucksIdea.com에서 81,534건의 고객의견을 수집하였으며 부정적 감정 어휘군을 활용하여 각 고객의견 내 부정적 감정 정보를 추출하였다. 부정적 감정의 유무, 빈도, 강도의 세 가지 측면에 따른 기업 혁신에 대한 영향력을 분석한 결과, 부정적 감정이 담긴 고객의견이 기업 혁신에 유의미한 영향력을 미치는 것으로 나타났으며 부정적 감정 중, Frustration과 Sadness의 감정이 기업 혁신에 긍정적인 영향을 가지고 있음을 확인할 수 있었다.

Keywords

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