Information-Seeking Argument Mining: A Step Towards Identifying Reasons in Textual Analysis to Improve Services

Skiera, Bernd, Shunyao Yan, Johannes Daxenberger, Marcus Dombois, Iryna Gurevych. Using Information-Seeking Argument Mining to Improve Service. Journal of Service Research. June 2022. doi:10.1177/10946705221110845

Posted: 27 May 2021 Last revised: 7 Jul 2022

See all articles by Bernd Skiera

Bernd Skiera

Goethe University Frankfurt

Shunyao Yan

Goethe University Frankfurt

Johannes Daxenberger

Technische Universität Darmstadt

Marcus Dombois

Technical University of Darmstadt

Iryna Gurevych

Technical University of Darmstadt

Date Written: May 22, 2021

Abstract

If service providers can identify reasons users are in favor of or against a service, they have insightful information that can help them understand user behavior and what they need to do to change such behavior. This article argues that the novel text-mining technique referred to as information-seeking argument mining (IS AM) can identify these reasons. The empirical study applies IS AM to news articles and reviews about electric scooter-sharing systems (i.e., a service enabling the short-term rentals of electric motorized scooters). Its results point to IS-AM as a promising technique to improve service; the data enable the authors to identify 40 reasons to use or not use electric scooter-sharing systems, as well as their importance to users. Furthermore, the results show that news articles are better data sources than reviews because they are longer and contain more arguments and, thus, reasons.

Keywords: Argument Mining; Information-Seeking Argument Mining; Electronic Scooters

Suggested Citation

Skiera, Bernd and Yan, Shunyao and Daxenberger, Johannes and Dombois, Marcus and Gurevych, Iryna, Information-Seeking Argument Mining: A Step Towards Identifying Reasons in Textual Analysis to Improve Services (May 22, 2021). Skiera, Bernd, Shunyao Yan, Johannes Daxenberger, Marcus Dombois, Iryna Gurevych. Using Information-Seeking Argument Mining to Improve Service. Journal of Service Research. June 2022. doi:10.1177/10946705221110845 , Available at SSRN: https://ssrn.com/abstract=3851093 or http://dx.doi.org/10.2139/ssrn.3851093

Bernd Skiera (Contact Author)

Goethe University Frankfurt ( email )

Theodor-W.-Adorno-Platz 4
Frankfurt, 60323
Germany
+49 69 798 34640 (Phone)
+49 69 798 35001 (Fax)

HOME PAGE: http://www.skiera.de

Shunyao Yan

Goethe University Frankfurt ( email )

Grüneburgplatz 1
Frankfurt am Main, 60323
Germany
+491745316923 (Phone)

Johannes Daxenberger

Technische Universität Darmstadt ( email )

Germany

Marcus Dombois

Technical University of Darmstadt ( email )

Hochschulstraße 10
Darmstadt, 64289
Germany

Iryna Gurevych

Technical University of Darmstadt ( email )

Universitaets- und Landesbibliothek Darmstadt
Magdalenenstrasse 8
Darmstadt, Hesse D-64289
Germany

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