With the rapid expansion of e-commerce, the Web has become an excellent source for gathering customer opinions (or so-called customer reviews). Customer reviews are essential for merchants or product manufacturers to understand general responses of customers on their products for product or marketing campaign improvement. In addition, customer reviews can enable merchants better understand specific preferences of individual customers and facilitates making effective marketing decisions. Prior data mining research mainly concentrates on analyzing customer demographic, attitudinal, psychographic, transactional, and behavioral data for supporting customer relationship management and marketing decision making and did not pay attention to the use of customer reviews as additional source for marketing intelligence. Thus, the purpose of this research is to develop an efficient and effective opinion summarization technique. Specifically, we will propose a semantic-based product feature extraction technique (SPE) which aims at improving the existing product feature extraction technique and is desired to enhance the overall opinion summarization effectiveness.

Along with increasing users and contents, the Internet has gradually become the main channel for customers to acquire information of products and services. Yet the development of the Internet has brought about information overload problems. When facing oversized information, consumers tend to solicit for others¡¦ help. Under such circumstance, reviewing systems and forums on the Internet are flourishing. With the popularization of Internet technologies, these Internet customer review systems have gradually become critical necessary information when consumers are making purchase decisions. This research took two experiments as the methodology used in examining the relation between Internet customer reviews and customers, tourism was selected as the condition of experiment. The first experiment discussed about general Internet customer reviews, including the dispersion of reviews, reviewing scores, number of reviewers and so on and examined the relation between different levels and customers¡¦ trust in the reviews. The second experiment examined the relation between personal risk attitude, perceived risk and customers¡¦ level of trust and willingness of purchase. Outcomes indicate that: 1.The lower dispersion of reviews, the higher the level of customers¡¦ trust in the reviews. 2.The higher review scores, the higher the level of customers¡¦ trust in the reviews. 3.The more reviewers, the higher the level of customers¡¦ trust in the reviews. 4.Dispersion of reviews, review scores and number of reviewers possess reciprocation relations with customers¡¦ trust in the reviews, and the level of influence is score > dispersion > number of reviewers. 5.Personal risk attitude and perceived risk play roles in explaining consumers¡¦ trust in reviews and willingness of purchase.

E-commerce distribution channel experiences a dramatic development nowadays. France witnessed a rapid growth rate of online sales in recent years and now ranks as the second largest market in Europe in terms of turnover. On E-commerce websites, customer review system is considered as an efficient tool of E-Word of Mouth, enabling users to write recommendations which will influence potential purchasers. This paper discusses the crucial factors of customer review system. Also, a tool to evaluate review system is elaborated with five criteria such as accessibility, quality, design, interaction and control. Ten case studies of French E-commerce firms are presented according to those criteria in qualitative study. Opinions from French customers are collected through online questionnaires in quantitative study. Researches made from supply (firms) and demand (customers) sides show that accessibility and quality are the main concerns for users and often weaknesses in current review systems. Also, the credibility of reviews is questioned by customers. Focusing on these aspects, the paper aims to give suggestions for designing an ideal customer review system to firms in French e-commerce industry.

Eftersom e-handeln ökar och returgraden likaså har returer blivit ett av e-handelns största miljöproblem, särskilt inom modebranschen. Detta arbete syftar därför till att undersöka vad som påverkar den höga returgraden samt hur olika medietekniska lösningar såsom produkt-information, kundrecensioner, storleksguider och virtuella provrum kan minska returgraden. I två fokusgrupper diskuterades arbetets syfte och resultatet sammanställdes sedan i en innehålls-analys. Med utgångspunkt i tidigare forskning och det empiriska materialet fördes en diskussion kring returorsaker samt medietekniska lösningar och deras potential. Både empiri och tidigare forskning vittnar om att storlek- och passformsproblem är de främsta orsakerna till retur och att medietekniska lösningar kan reducera antalet returer inom modebranschen genom att minska dessa problem. Dock behöver e-handelsföretag arbeta för att sådana lösningar ska användas i större utsträckning. / As the e-commerce is increasing so are the returns and returns have therefore become one of e-commerce biggest environmental problems, especially in the fashion industry. This study aims to investigate what influence the high return rate and how different technology solutions such as product information, customer reviews, size guides and virtual fitting rooms can decrease the return rate. In two focus groups the purpose of the study was discussed, and the result was compiled in a content analysis. Based on previous research and the empirical material a discussion was held about the causes of return as well as the media technology solutions and their potential. Both empirical material and previous research demonstrate size and fit problems as the main reasons for return and that media technology solutions can reduce the number of returns in the fashion industry. However, e-commerce companies must work for such solutions to be used to a greater extent.