{"id":"https://openalex.org/W4281698477","doi":"https://doi.org/10.1177/10949968221095556","title":"Detecting Pain Points from User-Generated Social Media Posts Using Machine Learning","display_name":"Detecting Pain Points from User-Generated Social Media Posts Using Machine Learning","publication_year":2022,"publication_date":"2022-06-03","ids":{"openalex":"https://openalex.org/W4281698477","doi":"https://doi.org/10.1177/10949968221095556"},"language":"en","primary_location":{"id":"doi:10.1177/10949968221095556","doi":"https://doi.org/10.1177/10949968221095556","is_oa":false,"landing_page_url":"https://doi.org/10.1177/10949968221095556","pdf_url":null,"source":{"id":"https://openalex.org/S92709572","display_name":"Journal of Interactive Marketing","issn_l":"1094-9968","issn":["1094-9968","1520-6653"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","norway-1","poland-200","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Interactive Marketing","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://osuva.uwasa.fi/bitstream/10024/14460/2/Osuva_Salminen_Mustak_Corporan_Jung_Jansen_2022.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5083126896","display_name":"Joni O. Salminen","orcid":"https://orcid.org/0000-0003-3230-0561","observed_orcids":["https://orcid.org/0000-0003-3230-0561"]},"institutions":[{"id":"https://openalex.org/I79765343","display_name":"University of Vaasa","ror":"https://ror.org/03769b225","country_code":"FI","type":"education","lineage":["https://openalex.org/I79765343"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Joni Salminen","raw_affiliation_strings":["Program Manager, University of Vaasa, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Program Manager, University of Vaasa, Finland","institution_ids":["https://openalex.org/I79765343"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5047366675","display_name":"Mekhail Mustak","orcid":"https://orcid.org/0000-0002-2111-2939","observed_orcids":["https://orcid.org/0000-0002-2111-2939"]},"institutions":[{"id":"https://openalex.org/I155660961","display_name":"University of Turku","ror":"https://ror.org/05vghhr25","country_code":"FI","type":"education","lineage":["https://openalex.org/I155660961"]}],"countries":["FI"],"is_corresponding":true,"raw_author_name":"Mekhail Mustak","raw_affiliation_strings":["Senior Researcher, Turku School of Economics, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Senior Researcher, Turku School of Economics, Finland","institution_ids":["https://openalex.org/I155660961"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5073807599","display_name":"Juan Corporan","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Juan Corporan","raw_affiliation_strings":["Lead Data Scientist, Banco Santa Cruz RD, Dominican Republic"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Lead Data Scientist, Banco Santa Cruz RD, Dominican Republic","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5112865214","display_name":"Soon\u2010gyo Jung","orcid":"https://orcid.org/0000-0002-6130-8012","observed_orcids":["https://orcid.org/0000-0002-6130-8012"]},"institutions":[{"id":"https://openalex.org/I4210144839","display_name":"Hamad bin Khalifa University","ror":"https://ror.org/03eyq4y97","country_code":"QA","type":"education","lineage":["https://openalex.org/I4210144839"]}],"countries":["QA"],"is_corresponding":false,"raw_author_name":"Soon-gyo Jung","raw_affiliation_strings":["Software Engineer, Qatar Computing Research Institute, Hamad Bin Khalifa University, Qatar"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Software Engineer, Qatar Computing Research Institute, Hamad Bin Khalifa University, Qatar","institution_ids":["https://openalex.org/I4210144839"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5044849571","display_name":"Bernard J. Jim Jansen","orcid":"https://orcid.org/0000-0002-6468-6609","observed_orcids":["https://orcid.org/0000-0002-6468-6609"]},"institutions":[{"id":"https://openalex.org/I4210144839","display_name":"Hamad bin Khalifa University","ror":"https://ror.org/03eyq4y97","country_code":"QA","type":"education","lineage":["https://openalex.org/I4210144839"]}],"countries":["QA"],"is_corresponding":false,"raw_author_name":"Bernard J. Jansen","raw_affiliation_strings":["Principal Scientist, Social Computing Group, Qatar Computing Research Institute, Hamad Bin Khalifa University, Qatar"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Principal Scientist, Social Computing Group, Qatar Computing Research Institute, Hamad Bin Khalifa University, Qatar","institution_ids":["https://openalex.org/I4210144839"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5047366675"],"corresponding_institution_ids":["https://openalex.org/I155660961"],"apc_list":{"value":3500,"currency":"USD","value_usd":3500},"apc_paid":null,"fwci":2.8448,"has_fulltext":true,"cited_by_count":50,"citation_normalized_percentile":{"value":0.92285304,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":97,"max":100},"biblio":{"volume":"57","issue":"3","first_page":"517","last_page":"539"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9843999743461609,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9843999743461609,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.006099999882280827,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10028","display_name":"Topic Modeling","score":0.0038999998942017555,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-pain-points","display_name":"customer pain points","score":0.8149999976158142},{"id":"https://openalex.org/keywords/user-generated-content","display_name":"user-generated content","score":0.7680000066757202},{"id":"https://openalex.org/keywords/social-media-posts","display_name":"social media posts","score":0.7789999842643738},{"id":"https://openalex.org/keywords/tweets","display_name":"tweets","score":0.8069999814033508},{"id":"https://openalex.org/keywords/roberta","display_name":"RoBERTa","score":0.7730000019073486},{"id":"https://openalex.org/keywords/neural-network","display_name":"artificial neural networks","score":0.7889999747276306},{"id":"https://openalex.org/keywords/customer-insight","display_name":"consumer insight","score":0.7699999809265137}],"concepts":[{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.6992283463478088},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.6673003435134888},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6652659177780151},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.6242758631706238},{"id":"https://openalex.org/C28719098","wikidata":"https://www.wikidata.org/wiki/Q44946","display_name":"Point (geometry)","level":2,"score":0.5186209082603455},{"id":"https://openalex.org/C50644808","wikidata":"https://www.wikidata.org/wiki/Q192776","display_name":"Artificial neural network","level":2,"score":0.43028390407562256},{"id":"https://openalex.org/C2780451532","wikidata":"https://www.wikidata.org/wiki/Q759676","display_name":"Task (project management)","level":2,"score":0.4199706017971039},{"id":"https://openalex.org/C187191949","wikidata":"https://www.wikidata.org/wiki/Q1138496","display_name":"Profiling (computer programming)","level":2,"score":0.4176065921783447},{"id":"https://openalex.org/C204321447","wikidata":"https://www.wikidata.org/wiki/Q30642","display_name":"Natural language processing","level":1,"score":0.4027802348136902},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.3549744486808777},{"id":"https://openalex.org/C23123220","wikidata":"https://www.wikidata.org/wiki/Q816826","display_name":"Information retrieval","level":1,"score":0.32988440990448},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.1717633306980133},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.12885138392448425},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C201995342","wikidata":"https://www.wikidata.org/wiki/Q682496","display_name":"Systems engineering","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1177/10949968221095556","doi":"https://doi.org/10.1177/10949968221095556","is_oa":false,"landing_page_url":"https://doi.org/10.1177/10949968221095556","pdf_url":null,"source":{"id":"https://openalex.org/S92709572","display_name":"Journal of Interactive Marketing","issn_l":"1094-9968","issn":["1094-9968","1520-6653"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","norway-1","poland-200","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Interactive Marketing","raw_type":"journal-article"},{"id":"pmh:oai:osuva.uwasa.fi:10024/14460","doi":null,"is_oa":true,"landing_page_url":"https://osuva.uwasa.fi/handle/10024/14460","pdf_url":"https://osuva.uwasa.fi/bitstream/10024/14460/2/Osuva_Salminen_Mustak_Corporan_Jung_Jansen_2022.pdf","source":{"id":"https://openalex.org/S4306400974","display_name":"Osuva (University of Vaasa)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I79765343","host_organization_name":"University of Vaasa","host_organization_lineage":["https://openalex.org/I79765343"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"WOS:000823591200001","raw_type":"article"},{"id":"pmh:oai:osuva.uwasa.fi:11111/462","doi":null,"is_oa":true,"landing_page_url":"https://osuva.uwasa.fi/items/72603527-6116-404b-9d93-ce98e2c830c5","pdf_url":"https://osuva.uwasa.fi/bitstreams/9aa379dd-aec0-4bab-aa6a-dcfa8bcf21c3/download","source":{"id":"https://openalex.org/S4306400974","display_name":"Osuva (University of Vaasa)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I79765343","host_organization_name":"University of Vaasa","host_organization_lineage":["https://openalex.org/I79765343"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"https://osuva.uwasa.fi/handle/10024/14460","raw_type":"article"}],"best_oa_location":{"id":"pmh:oai:osuva.uwasa.fi:10024/14460","doi":null,"is_oa":true,"landing_page_url":"https://osuva.uwasa.fi/handle/10024/14460","pdf_url":"https://osuva.uwasa.fi/bitstream/10024/14460/2/Osuva_Salminen_Mustak_Corporan_Jung_Jansen_2022.pdf","source":{"id":"https://openalex.org/S4306400974","display_name":"Osuva (University of Vaasa)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I79765343","host_organization_name":"University of Vaasa","host_organization_lineage":["https://openalex.org/I79765343"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"WOS:000823591200001","raw_type":"article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4281698477.pdf","grobid_xml":"https://content.openalex.org/works/W4281698477.grobid-xml"},"referenced_works_count":97,"referenced_works":["https://openalex.org/W317456669","https://openalex.org/W763930222","https://openalex.org/W849428654","https://openalex.org/W964460774","https://openalex.org/W1502075695","https://openalex.org/W1514205146","https://openalex.org/W1522301498","https://openalex.org/W1574524239","https://openalex.org/W1973601042","https://openalex.org/W1973676054","https://openalex.org/W1984045136","https://openalex.org/W1995939778","https://openalex.org/W2003771847","https://openalex.org/W2004507591","https://openalex.org/W2008455674","https://openalex.org/W2009065585","https://openalex.org/W2010812063","https://openalex.org/W2039381598","https://openalex.org/W2048601276","https://openalex.org/W2049011890","https://openalex.org/W2065363330","https://openalex.org/W2074336863","https://openalex.org/W2075338797","https://openalex.org/W2075904323","https://openalex.org/W2081580037","https://openalex.org/W2099813784","https://openalex.org/W2120586626","https://openalex.org/W2129604246","https://openalex.org/W2140248891","https://openalex.org/W2145278766","https://openalex.org/W2153841490","https://openalex.org/W2158682393","https://openalex.org/W2164274202","https://openalex.org/W2167142086","https://openalex.org/W2207358006","https://openalex.org/W2210190034","https://openalex.org/W2342948114","https://openalex.org/W2560149905","https://openalex.org/W2563351168","https://openalex.org/W2567289819","https://openalex.org/W2601223312","https://openalex.org/W2639206954","https://openalex.org/W2729960909","https://openalex.org/W2761970766","https://openalex.org/W2772979648","https://openalex.org/W2782291566","https://openalex.org/W2783479218","https://openalex.org/W2787215646","https://openalex.org/W2791438254","https://openalex.org/W2795247881","https://openalex.org/W2799557147","https://openalex.org/W2808003960","https://openalex.org/W2808558772","https://openalex.org/W2884873747","https://openalex.org/W2890363010","https://openalex.org/W2896457183","https://openalex.org/W2896499847","https://openalex.org/W2898339904","https://openalex.org/W2902985622","https://openalex.org/W2911964244","https://openalex.org/W2932893307","https://openalex.org/W2941195982","https://openalex.org/W2950446185","https://openalex.org/W2953189907","https://openalex.org/W2954508062","https://openalex.org/W2964719123","https://openalex.org/W2965373594","https://openalex.org/W2970167095","https://openalex.org/W2976051099","https://openalex.org/W2978017171","https://openalex.org/W2983290677","https://openalex.org/W2994007112","https://openalex.org/W3000542706","https://openalex.org/W3010917950","https://openalex.org/W3013437827","https://openalex.org/W3016964845","https://openalex.org/W3027937825","https://openalex.org/W3040692926","https://openalex.org/W3043702361","https://openalex.org/W3081095512","https://openalex.org/W3096690806","https://openalex.org/W3122495242","https://openalex.org/W3125781831","https://openalex.org/W3154236075","https://openalex.org/W3159649695","https://openalex.org/W3160666594","https://openalex.org/W3181180619","https://openalex.org/W3194370538","https://openalex.org/W3199704160","https://openalex.org/W3206843296","https://openalex.org/W4212774754","https://openalex.org/W4236362309","https://openalex.org/W4240805545","https://openalex.org/W4248156351","https://openalex.org/W4255904733","https://openalex.org/W4294214983","https://openalex.org/W4301377693"],"related_works":["https://openalex.org/W2953189907","https://openalex.org/W4385734126","https://openalex.org/W4407776261","https://openalex.org/W4298109396","https://openalex.org/W4401614777","https://openalex.org/W7168245192","https://openalex.org/W4411671814","https://openalex.org/W7216658775","https://openalex.org/W4409697578","https://openalex.org/W2884917520"],"abstract_inverted_index":{"Artificial":[0],"intelligence,":[1],"particularly":[2],"machine":[3,60,141,154],"learning,":[4],"carries":[5],"high":[6],"potential":[7],"to":[8,40,63,180,186],"automatically":[9,64],"detect":[10,65],"customers\u2019":[11,47,193],"pain":[12,48,66,69,105,124,172,183],"points,":[13,49],"which":[14],"is":[15],"a":[16,36,175,188],"particular":[17],"concern":[18],"the":[19,23,50,56,93,100,148,166,181],"customer":[20,74],"expresses":[21],"that":[22,169],"company":[24],"can":[25],"address.":[26],"However,":[27],"unstructured":[28],"data":[29,77],"scattered":[30],"across":[31],"social":[32],"media":[33],"make":[34],"detection":[35],"nontrivial":[37],"task.":[38],"Thus,":[39],"help":[41],"firms":[42,170],"gain":[43,187],"deeper":[44,189],"insights":[45],"into":[46],"authors":[51,167],"experiment":[52],"with":[53,108],"and":[54,68,150,162],"evaluate":[55],"performance":[57,102],"of":[58,79,111,140,153,191],"various":[59],"learning":[61,142,155],"models":[62,94,156],"points":[67,125],"point":[70,106,173,184],"types":[71],"for":[72,120,157,177],"enhanced":[73],"insights.":[75],"The":[76,117],"consist":[78],"4.2":[80],"million":[81],"user-generated":[82],"tweets":[83],"targeting":[84],"20":[85],"global":[86],"brands":[87],"from":[88],"five":[89,122],"separate":[90],"industries.":[91],"Among":[92],"they":[95],"train,":[96],"neural":[97],"networks":[98],"show":[99],"best":[101,118],"at":[103],"overall":[104],"detection,":[107],"an":[109],"accuracy":[110],"85%":[112],"(F1":[113],"score":[114],"=":[115],".80).":[116],"model":[119],"detecting":[121],"specific":[123],"was":[126],"RoBERTa":[127],"100":[128],"samples":[129],"using":[130],"SYNONYM":[131],"augmentation.":[132],"This":[133],"study":[134],"adds":[135],"another":[136],"foundational":[137],"building":[138],"block":[139],"research":[143],"in":[144],"marketing":[145],"academia":[146],"through":[147],"application":[149],"comparative":[151],"evaluation":[152],"natural":[158],"language\u2013based":[159],"content":[160],"identification":[161],"classification.":[163],"In":[164],"addition,":[165],"suggest":[168],"use":[171],"profiling,":[174],"technique":[176],"applying":[178],"subclasses":[179],"identified":[182],"messages":[185],"understanding":[190],"their":[192],"concerns.":[194]},"counts_by_year":[{"year":2026,"cited_by_count":7},{"year":2025,"cited_by_count":17},{"year":2024,"cited_by_count":12},{"year":2023,"cited_by_count":9},{"year":2022,"cited_by_count":5}],"updated_date":"2026-11-10T11:39:43.021295","created_date":"2022-06-13T00:00:00"}