{"id":"https://openalex.org/W3013454665","doi":"https://doi.org/10.1108/jeim-09-2019-0292","title":"Do online consumer reviews help to evaluate the performance of automobile manufacturers?","display_name":"Do online consumer reviews help to evaluate the performance of automobile manufacturers?","publication_year":2020,"publication_date":"2020-03-25","ids":{"openalex":"https://openalex.org/W3013454665","doi":"https://doi.org/10.1108/jeim-09-2019-0292","mag":"3013454665"},"language":"en","primary_location":{"id":"doi:10.1108/jeim-09-2019-0292","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jeim-09-2019-0292","pdf_url":null,"source":{"id":"https://openalex.org/S141478581","display_name":"Journal of Enterprise Information Management","issn_l":"1741-0398","issn":["1741-0398","1758-7409"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Enterprise Information Management","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5049618089","display_name":"A.R. Singh","orcid":"https://orcid.org/0000-0003-2112-5948"},"institutions":[{"id":"https://openalex.org/I145894827","display_name":"Indian Institute of Technology Kharagpur","ror":"https://ror.org/03w5sq511","country_code":"IN","type":"education","lineage":["https://openalex.org/I145894827"]}],"countries":["IN"],"is_corresponding":true,"raw_author_name":"Amit Singh","raw_affiliation_strings":["Department of Industrial and Systems Engineering, Indian Institute of Technology Kharagpur, Kharagpur, India"],"affiliations":[{"raw_affiliation_string":"Department of Industrial and Systems Engineering, Indian Institute of Technology Kharagpur, Kharagpur, India","institution_ids":["https://openalex.org/I145894827"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5045394023","display_name":"Mamata Jenamani","orcid":"https://orcid.org/0000-0002-9642-657X"},"institutions":[{"id":"https://openalex.org/I145894827","display_name":"Indian Institute of Technology Kharagpur","ror":"https://ror.org/03w5sq511","country_code":"IN","type":"education","lineage":["https://openalex.org/I145894827"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Mamata Jenamani","raw_affiliation_strings":["Department of Industrial and Systems Engineering, Indian Institute of Technology Kharagpur, Kharagpur, India"],"affiliations":[{"raw_affiliation_string":"Department of Industrial and Systems Engineering, Indian Institute of Technology Kharagpur, Kharagpur, India","institution_ids":["https://openalex.org/I145894827"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5005279285","display_name":"Jitesh J. Thakkar","orcid":"https://orcid.org/0000-0001-6415-1981"},"institutions":[{"id":"https://openalex.org/I145894827","display_name":"Indian Institute of Technology Kharagpur","ror":"https://ror.org/03w5sq511","country_code":"IN","type":"education","lineage":["https://openalex.org/I145894827"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Jitesh Thakkar","raw_affiliation_strings":["Department of Industrial and Systems Engineering, Indian Institute of Technology Kharagpur, Kharagpur, India"],"affiliations":[{"raw_affiliation_string":"Department of Industrial and Systems Engineering, Indian Institute of Technology Kharagpur, Kharagpur, India","institution_ids":["https://openalex.org/I145894827"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5049618089"],"corresponding_institution_ids":["https://openalex.org/I145894827"],"apc_list":null,"apc_paid":null,"fwci":4.4746,"has_fulltext":false,"cited_by_count":28,"citation_normalized_percentile":{"value":0.93964488,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"33","issue":"5","first_page":"1153","last_page":"1198"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9966999888420105,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9966999888420105,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9890000224113464,"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/T10145","display_name":"Consumer Behavior in Brand Consumption and Identification","score":0.9851999878883362,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/competitor-analysis","display_name":"Competitor analysis","score":0.7464331388473511},{"id":"https://openalex.org/keywords/pareto-chart","display_name":"Pareto chart","score":0.6136976480484009},{"id":"https://openalex.org/keywords/ishikawa-diagram","display_name":"Ishikawa diagram","score":0.5693688988685608},{"id":"https://openalex.org/keywords/house-of-quality","display_name":"House of Quality","score":0.5153012275695801},{"id":"https://openalex.org/keywords/topsis","display_name":"TOPSIS","score":0.5147857666015625},{"id":"https://openalex.org/keywords/originality","display_name":"Originality","score":0.46339017152786255},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.4608447551727295},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.44783639907836914},{"id":"https://openalex.org/keywords/pareto-analysis","display_name":"Pareto analysis","score":0.42915764451026917},{"id":"https://openalex.org/keywords/strengths-and-weaknesses","display_name":"Strengths and weaknesses","score":0.4274151623249054},{"id":"https://openalex.org/keywords/automotive-industry","display_name":"Automotive industry","score":0.4227087199687958},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.42030608654022217},{"id":"https://openalex.org/keywords/pareto-principle","display_name":"Pareto principle","score":0.36065351963043213},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.34251055121421814},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.32716912031173706},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.32222288846969604},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.3092707693576813},{"id":"https://openalex.org/keywords/operations-management","display_name":"Operations management","score":0.2197985053062439},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.21443122625350952},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.09670120477676392}],"concepts":[{"id":"https://openalex.org/C127576917","wikidata":"https://www.wikidata.org/wiki/Q624630","display_name":"Competitor analysis","level":2,"score":0.7464331388473511},{"id":"https://openalex.org/C15165950","wikidata":"https://www.wikidata.org/wiki/Q128536","display_name":"Pareto chart","level":3,"score":0.6136976480484009},{"id":"https://openalex.org/C70726487","wikidata":"https://www.wikidata.org/wiki/Q831575","display_name":"Ishikawa diagram","level":3,"score":0.5693688988685608},{"id":"https://openalex.org/C76471051","wikidata":"https://www.wikidata.org/wiki/Q763591","display_name":"House of Quality","level":5,"score":0.5153012275695801},{"id":"https://openalex.org/C51566761","wikidata":"https://www.wikidata.org/wiki/Q1235853","display_name":"TOPSIS","level":2,"score":0.5147857666015625},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.46339017152786255},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4608447551727295},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.44783639907836914},{"id":"https://openalex.org/C118127601","wikidata":"https://www.wikidata.org/wiki/Q3797610","display_name":"Pareto analysis","level":3,"score":0.42915764451026917},{"id":"https://openalex.org/C63882131","wikidata":"https://www.wikidata.org/wiki/Q17122954","display_name":"Strengths and weaknesses","level":2,"score":0.4274151623249054},{"id":"https://openalex.org/C526921623","wikidata":"https://www.wikidata.org/wiki/Q190117","display_name":"Automotive industry","level":2,"score":0.4227087199687958},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.42030608654022217},{"id":"https://openalex.org/C137635306","wikidata":"https://www.wikidata.org/wiki/Q182667","display_name":"Pareto principle","level":2,"score":0.36065351963043213},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.34251055121421814},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.32716912031173706},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.32222288846969604},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3092707693576813},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.2197985053062439},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.21443122625350952},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.09670120477676392},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C84945661","wikidata":"https://www.wikidata.org/wiki/Q7366567","display_name":"Root cause","level":2,"score":0.0},{"id":"https://openalex.org/C146978453","wikidata":"https://www.wikidata.org/wiki/Q3798668","display_name":"Aerospace engineering","level":1,"score":0.0},{"id":"https://openalex.org/C11012388","wikidata":"https://www.wikidata.org/wiki/Q170658","display_name":"Creativity","level":2,"score":0.0},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"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/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/jeim-09-2019-0292","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jeim-09-2019-0292","pdf_url":null,"source":{"id":"https://openalex.org/S141478581","display_name":"Journal of Enterprise Information Management","issn_l":"1741-0398","issn":["1741-0398","1758-7409"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Enterprise Information Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.49000000953674316}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":54,"referenced_works":["https://openalex.org/W193524605","https://openalex.org/W1571777863","https://openalex.org/W1581485226","https://openalex.org/W1965690030","https://openalex.org/W1967181042","https://openalex.org/W1982298065","https://openalex.org/W1983046573","https://openalex.org/W1985827933","https://openalex.org/W1998951054","https://openalex.org/W2002938840","https://openalex.org/W2016389981","https://openalex.org/W2017351064","https://openalex.org/W2021256705","https://openalex.org/W2034953524","https://openalex.org/W2040680242","https://openalex.org/W2049274974","https://openalex.org/W2059129288","https://openalex.org/W2067699056","https://openalex.org/W2081375810","https://openalex.org/W2087562021","https://openalex.org/W2090532818","https://openalex.org/W2102770351","https://openalex.org/W2115242108","https://openalex.org/W2125247664","https://openalex.org/W2126397993","https://openalex.org/W2141975087","https://openalex.org/W2150238850","https://openalex.org/W2152571774","https://openalex.org/W2154352106","https://openalex.org/W2164195112","https://openalex.org/W2165664073","https://openalex.org/W2168759597","https://openalex.org/W2253519362","https://openalex.org/W2261284620","https://openalex.org/W2262416621","https://openalex.org/W2293447313","https://openalex.org/W2381683359","https://openalex.org/W2509632655","https://openalex.org/W2522323745","https://openalex.org/W2533097619","https://openalex.org/W2549528536","https://openalex.org/W2550799801","https://openalex.org/W2593516580","https://openalex.org/W2610222147","https://openalex.org/W2766671363","https://openalex.org/W2802800056","https://openalex.org/W2804487525","https://openalex.org/W2893504067","https://openalex.org/W2925795486","https://openalex.org/W2950896583","https://openalex.org/W3123967386","https://openalex.org/W3124627942","https://openalex.org/W4285719527","https://openalex.org/W4301001724"],"related_works":["https://openalex.org/W4206517140","https://openalex.org/W2804661117","https://openalex.org/W4312217002","https://openalex.org/W2172101367","https://openalex.org/W3177481717","https://openalex.org/W1582958464","https://openalex.org/W3003456346","https://openalex.org/W2621889908","https://openalex.org/W2189175982","https://openalex.org/W3134973469"],"abstract_inverted_index":{"Purpose":[0],"This":[1],"research":[2],"proposes":[3],"a":[4,106,113],"text":[5],"analytics\u2013based":[6],"framework":[7,28,102,142,205],"that":[8],"examines":[9],"the":[10,34,58,62,67,78,82,87,90,94,123,127,130,145,162,169,175,194,198,213,221,236],"utility":[11],"of":[12,36,77,208],"online":[13],"customer":[14,185],"reviews":[15],"in":[16,73,89,117,147,178,196],"evaluating":[17,148],"automobile":[18,56],"manufacturers":[19,121,146],"and":[20,42,49,65,133,156,164],"discovering":[21,74,154],"their":[22,157,184,228],"consumer-perceived":[23,75],"weaknesses.":[24],"Design/methodology/approach":[25],"The":[26,69,100,140,203],"proposed":[27,101,141,204],"integrates":[29],"aspect-level":[30],"sentiment":[31,46,214],"analysis":[32,47,215],"with":[33,92,189,216],"house":[35],"quality":[37],"(HoQ),":[38],"TOPSIS,":[39],"Pareto":[40,70,224],"chart":[41,225],"fishbone":[43,83,231],"diagram.":[44],"While":[45],"mines":[48],"quantifies":[50],"review-embedded":[51],"consumer":[52],"opinions":[53,64],"on":[54,105],"various":[55],"attributes,":[57],"integrated":[59],"HoQ-TOPSIS":[60,218],"analyzes":[61],"quantified":[63],"evaluates":[66],"manufacturers.":[68,80],"charts":[71],"assist":[72,174],"weaknesses":[76],"underperforming":[79],"Finally,":[81],"diagram":[84,232],"visually":[85,234],"represents":[86],"results":[88],"form":[91],"which":[93],"manufacturing":[95],"community":[96],"is":[97,103,206],"acquainted.":[98],"Findings":[99],"tested":[104],"review":[107],"data":[108],"set":[109],"collected":[110],"from":[111,122],"CarWale,":[112],"well-known":[114],"car":[115,125],"portal":[116],"India.":[118],"Selecting":[119],"five":[120],"mid-size":[124],"segment,":[126],"authors":[128],"identified":[129],"worst-performing":[131],"one":[132],"discovered":[134],"its":[135,209],"weak":[136,159],"attributes.":[137],"Practical":[138],"implications":[139],"can":[143,173,192],"help":[144],"competitor;":[149],"identifying":[150,197],"consumers'":[151],"contemporary":[152],"interests;":[153],"own":[155],"competitors'":[158],"attributes;":[160],"assessing":[161],"suppliers":[163,177],"sending":[165],"early":[166],"warnings;":[167],"detecting":[168],"hazardous":[170],"defects.":[171],"It":[172,191],"component":[176],"devising":[179],"process":[180],"improvement":[181],"strategies;":[182],"improving":[183],"network;":[186],"comparing":[187],"them":[188],"competitors.":[190],"support":[193],"customers":[195],"best":[199],"available":[200],"alternative.":[201],"Originality/value":[202],"first":[207],"kind":[210],"to":[211,219,226,233],"integrate":[212],"(1)":[217],"assess":[220],"manufacturers;":[222],"(2)":[223],"discover":[227],"weaknesses;":[229],"(3)":[230],"represent":[235],"results.":[237]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":7},{"year":2022,"cited_by_count":6},{"year":2021,"cited_by_count":6},{"year":2020,"cited_by_count":1}],"updated_date":"2026-03-20T23:20:44.827607","created_date":"2025-10-10T00:00:00"}