Ding, Juling, Xu, Mao (Maggie) ORCID: 0000-0003-3455-7731 , Tse, Ying Kei, Lin, Kuo-Yi and Zhang, Minhao (2023) Customer opinions mining through social media: insights from sustainability fraud crisis - Volkswagen emissions scandal. Enterprise Information Systems, 17 (8):2130012. ISSN 1751-7575 (Print), 1751-7583 (Online) (doi:https://doi.org/10.1080/17517575.2022.2130012)

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Abstract

Social media has emerged as a vital tool to advance two-way communication between companies and customers. This paper uses 29,764 tweets to investigate a sustainability fraud crisis, the Volkswagen emissions scandal. We provide a Tweet Analytic Framework comprising three approaches: cluster analysis, sentiment analysis, and time series analysis. This paper explores public opinions regarding the Volkswagen emissions scandal in two stages and reveals the typical crisis development trend, the strong condemnation and negative sentiment, and significant public concerns. This paper can yield important insights for understanding how customers’ opinions change, thereby improving the effectiveness of managing sustainability fraud crises.

Item Type:	Article
Uncontrolled Keywords:	emissions scandal; sustainability fraud; social media; cluster analysis; sentiment analysis; time series
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Faculty / School / Research Centre / Research Group:	Faculty of Business
Last Modified:	09 May 2024 11:30
URI:	http://gala.gre.ac.uk/id/eprint/47113

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