{"id":"https://openalex.org/W4379987784","doi":"https://doi.org/10.3384/ecp199009","title":"Towards Better Product Quality: Identifying Legitimate Quality Issues through NLP &amp; Machine Learning Techniques","display_name":"Towards Better Product Quality: Identifying Legitimate Quality Issues through NLP &amp; Machine Learning Techniques","publication_year":2023,"publication_date":"2023-06-09","ids":{"openalex":"https://openalex.org/W4379987784","doi":"https://doi.org/10.3384/ecp199009"},"language":"en","primary_location":{"id":"doi:10.3384/ecp199009","is_oa":true,"landing_page_url":"https://doi.org/10.3384/ecp199009","pdf_url":"https://ecp.ep.liu.se/index.php/sais/article/download/721/627","source":{"id":"https://openalex.org/S4220651186","display_name":"Link\u00f6ping electronic conference proceedings","issn_l":"1650-3686","issn":["1650-3686","1650-3740"],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/P4310317096","host_organization_name":"Link\u00f6ping University Electronic Press","host_organization_lineage":["https://openalex.org/P4310317096"],"host_organization_lineage_names":["Link\u00f6ping University Electronic Press"],"type":"conference"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Link\u00f6ping Electronic Conference Proceedings","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://ecp.ep.liu.se/index.php/sais/article/download/721/627","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5133355022","display_name":"Rakhshanda Jabeen","orcid":"https://orcid.org/0009-0002-0430-8179"},"institutions":[{"id":"https://openalex.org/I223464139","display_name":"Linnaeus University","ror":"https://ror.org/00j9qag85","country_code":"SE","type":"education","lineage":["https://openalex.org/I223464139"]},{"id":"https://openalex.org/I4210148549","display_name":"Electrolux (Sweden)","ror":"https://ror.org/058qcpv96","country_code":"SE","type":"company","lineage":["https://openalex.org/I4210148549"]}],"countries":["SE"],"is_corresponding":false,"raw_author_name":"Rakhshanda Jabeen","raw_affiliation_strings":["Electrolux Professional AB, Sweden","Department of Computer Science and Media Technology, Linnaeus Uni-versity, V\u00e4xj\u00f6, Sweden"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Electrolux Professional AB, Sweden","institution_ids":["https://openalex.org/I4210148549"]},{"raw_affiliation_string":"Department of Computer Science and Media Technology, Linnaeus Uni-versity, V\u00e4xj\u00f6, Sweden","institution_ids":["https://openalex.org/I223464139"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5075680546","display_name":"Morgan Ericsson","orcid":"https://orcid.org/0000-0003-1173-5187"},"institutions":[{"id":"https://openalex.org/I223464139","display_name":"Linnaeus University","ror":"https://ror.org/00j9qag85","country_code":"SE","type":"education","lineage":["https://openalex.org/I223464139"]}],"countries":["SE"],"is_corresponding":false,"raw_author_name":"Morgan Ericsson","raw_affiliation_strings":["Department of Computer Science and Media Technology, Linnaeus Uni-versity, V\u00e4xj\u00f6, Sweden"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Computer Science and Media Technology, Linnaeus Uni-versity, V\u00e4xj\u00f6, Sweden","institution_ids":["https://openalex.org/I223464139"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5003367874","display_name":"Jonas Nordqvist","orcid":"https://orcid.org/0000-0002-0510-6782"},"institutions":[{"id":"https://openalex.org/I223464139","display_name":"Linnaeus University","ror":"https://ror.org/00j9qag85","country_code":"SE","type":"education","lineage":["https://openalex.org/I223464139"]}],"countries":["SE"],"is_corresponding":false,"raw_author_name":"Jonas Nordqvist","raw_affiliation_strings":["Department of Mathematics, Linnaeus University, V\u00e4xj\u00f6, Sweden"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Mathematics, Linnaeus University, V\u00e4xj\u00f6, Sweden","institution_ids":["https://openalex.org/I223464139"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.7341,"has_fulltext":true,"cited_by_count":1,"citation_normalized_percentile":{"value":0.59848485,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":"199","issue":null,"first_page":"85","last_page":"93"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.8569999933242798,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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/T10164","display_name":"Quality and Supply Management","score":0.8569999933242798,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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/T11864","display_name":"Supply Chain Resilience and Risk Management","score":0.8370000123977661,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and 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/T13164","display_name":"Quality and Management Systems","score":0.8019000291824341,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and 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"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7869827747344971},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.6238662004470825},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.5947859287261963},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.5201545357704163},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.49514809250831604},{"id":"https://openalex.org/keywords/preprocessor","display_name":"Preprocessor","score":0.46030405163764954},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.4398965537548065},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.35900482535362244},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.09240680932998657}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7869827747344971},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.6238662004470825},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.5947859287261963},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5201545357704163},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.49514809250831604},{"id":"https://openalex.org/C34736171","wikidata":"https://www.wikidata.org/wiki/Q918333","display_name":"Preprocessor","level":2,"score":0.46030405163764954},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4398965537548065},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.35900482535362244},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.09240680932998657},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.3384/ecp199009","is_oa":true,"landing_page_url":"https://doi.org/10.3384/ecp199009","pdf_url":"https://ecp.ep.liu.se/index.php/sais/article/download/721/627","source":{"id":"https://openalex.org/S4220651186","display_name":"Link\u00f6ping electronic conference proceedings","issn_l":"1650-3686","issn":["1650-3686","1650-3740"],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/P4310317096","host_organization_name":"Link\u00f6ping University Electronic Press","host_organization_lineage":["https://openalex.org/P4310317096"],"host_organization_lineage_names":["Link\u00f6ping University Electronic Press"],"type":"conference"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Link\u00f6ping Electronic Conference Proceedings","raw_type":"proceedings-article"}],"best_oa_location":{"id":"doi:10.3384/ecp199009","is_oa":true,"landing_page_url":"https://doi.org/10.3384/ecp199009","pdf_url":"https://ecp.ep.liu.se/index.php/sais/article/download/721/627","source":{"id":"https://openalex.org/S4220651186","display_name":"Link\u00f6ping electronic conference proceedings","issn_l":"1650-3686","issn":["1650-3686","1650-3740"],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/P4310317096","host_organization_name":"Link\u00f6ping University Electronic Press","host_organization_lineage":["https://openalex.org/P4310317096"],"host_organization_lineage_names":["Link\u00f6ping University Electronic Press"],"type":"conference"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Link\u00f6ping Electronic Conference Proceedings","raw_type":"proceedings-article"},"sustainable_development_goals":[{"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8","score":0.4300000071525574}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4379987784.pdf"},"referenced_works_count":41,"referenced_works":["https://openalex.org/W179179905","https://openalex.org/W1500435738","https://openalex.org/W2101234009","https://openalex.org/W2128065064","https://openalex.org/W2131744502","https://openalex.org/W2153579005","https://openalex.org/W2218476879","https://openalex.org/W2230508580","https://openalex.org/W2250539671","https://openalex.org/W2611471088","https://openalex.org/W2611720021","https://openalex.org/W2775476020","https://openalex.org/W2797672282","https://openalex.org/W2800318991","https://openalex.org/W2896457183","https://openalex.org/W2902614495","https://openalex.org/W2911588830","https://openalex.org/W2962891531","https://openalex.org/W2971296908","https://openalex.org/W3009009611","https://openalex.org/W3046441874","https://openalex.org/W3094829982","https://openalex.org/W3165994981","https://openalex.org/W3189986168","https://openalex.org/W4206147861","https://openalex.org/W4210519423","https://openalex.org/W4210586753","https://openalex.org/W4213145421","https://openalex.org/W4294170691","https://openalex.org/W4298222310","https://openalex.org/W4304208186","https://openalex.org/W4312690931","https://openalex.org/W6607259140","https://openalex.org/W6630229306","https://openalex.org/W6675354045","https://openalex.org/W6683584131","https://openalex.org/W6689260825","https://openalex.org/W6691431627","https://openalex.org/W6750936939","https://openalex.org/W6781051561","https://openalex.org/W6815709487"],"related_works":["https://openalex.org/W3029938882","https://openalex.org/W4378716112","https://openalex.org/W2565660988","https://openalex.org/W2927101929","https://openalex.org/W3199658468","https://openalex.org/W2150533732","https://openalex.org/W3013875684","https://openalex.org/W2354159374","https://openalex.org/W2182535154","https://openalex.org/W3153014576"],"abstract_inverted_index":{"Manufacturers":[0],"of":[1,15,87,182],"high-end":[2],"professional":[3],"products":[4],"are":[5],"committed":[6],"to":[7,23,54,83,99,165],"delivering":[8],"outstanding":[9],"customer-quality":[10],"experiences.":[11],"They":[12],"maintain":[13],"databases":[14],"customer":[16,45,61],"complaints":[17],"and":[18,41,47,60,125,140,150,155,184],"repair":[19,90],"service":[20,32,75,89],"jobs":[21,33,76],"data":[22,30,92],"monitor":[24],"product":[25,56],"quality.":[26],"Analyzing":[27],"the":[28,85,103,157,167,174,178],"text":[29,73,131],"from":[31,69],"can":[34],"help":[35],"identify":[36],"common":[37],"problems,":[38],"recurring":[39],"issues,":[40],"patterns":[42],"that":[43,173],"impact":[44],"satisfaction,":[46],"aid":[48],"manufacturers":[49],"in":[50,74,102,107],"taking":[51],"corrective":[52],"actions":[53],"improve":[55],"design,":[57],"manufacturing":[58],"processes,":[59],"support":[62],"services.":[63],"However,":[64],"distinguishing":[65],"legitimate":[66,94],"quality":[67,95,104],"issues":[68,96],"a":[70,78,108,117],"brief,":[71],"domain-specific":[72],"remains":[77],"challenge.":[79],"This":[80],"study":[81],"aims":[82],"automate":[84],"classification":[86,153],"technical":[88],"job":[91],"into":[93],"or":[97],"non-issues":[98],"assist":[100],"individuals":[101],"field":[105],"department":[106],"large":[109],"company.":[110],"To":[111],"achieve":[112],"this":[113,143],"goal,":[114],"we":[115],"developed":[116],"comprehensive":[118],"pipeline":[119],"based":[120],"on":[121,191],"natural":[122],"language":[123],"processing":[124],"machine":[126,151],"learning":[127,152],"techniques":[128],"including":[129],"raw":[130],"preprocessing,":[132],"dealing":[133],"with":[134],"imbalance":[135],"class":[136],"distribution,":[137],"feature":[138,148],"extraction,":[139],"classification.":[141],"In":[142],"study,":[144],"We":[145],"evaluate":[146],"several":[147],"extraction":[149],"methods":[154],"perform":[156],"Friedman":[158],"test":[159],"followed":[160],"by":[161],"Nemenyi":[162],"post-hoc":[163],"analysis":[164],"find":[166],"best-performing":[168],"model.":[169],"Our":[170],"results":[171],"show":[172],"passive-aggressive":[175],"classifier":[176],"achieved":[177],"highest":[179],"average":[180,186],"accuracy":[181],"94%":[183],"89%":[185],"macro":[187],"F1-score":[188],"when":[189],"trained":[190],"TF-IDF":[192],"vectors.":[193]},"counts_by_year":[{"year":2024,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}
