Information-Seeking Argument Mining: A Step Towards Identifying Reasons in Textual Analysis to Improve Services

54 Pages Posted: 27 May 2021

See all articles by Bernd Skiera

Bernd Skiera

Goethe University Frankfurt

Shunyao Yan

Goethe University Frankfurt

Johannes Daxenberger

Technische Universität Darmstadt

Marcus Dombois

Technical University of Darmstadt

Iryna Gurevych

Technical University of Darmstadt

Date Written: May 22, 2021

Abstract

Service providers increasingly use textual analysis such as sentiment mining or topic models on unstructured data. Still, those techniques fall short when providing linguistic relations such as reasons behind changes in sentiment or topics. Information-seeking argument mining (IS AM) is a text mining technique that automatically extracts and identifies the argumentative structures (e.g., reasoning) from natural language text. So far, however, service researchers and managers hardly use IS AM. This article outlines how to use IS AM to improve services. The empirical study applies IS AM to news articles about scooter-sharing systems, i.e., a service enabling the short-term rentals of electric motorized scooters. The results outline that (i) arguments differ strongly across time, providers of scooter-sharing systems, and media, (ii) knowledge of arguments enable to improve services and communications with customers, and (iii) results from sentiment analysis support the validity of IS AM. The article closes with an outlook for further research.

Keywords: Argument Mining; Information-Seeking Argument Mining; Electronic Scooters

Suggested Citation

Skiera, Bernd and Yan, Shunyao and Daxenberger, Johannes and Dombois, Marcus and Gurevych, Iryna, Information-Seeking Argument Mining: A Step Towards Identifying Reasons in Textual Analysis to Improve Services (May 22, 2021). Available at SSRN: https://ssrn.com/abstract=3851093 or http://dx.doi.org/10.2139/ssrn.3851093

Bernd Skiera (Contact Author)

Goethe University Frankfurt ( email )

Theodor-W.-Adorno-Platz 4
Frankfurt, 60323
Germany
+49 69 798 34640 (Phone)
+49 69 798 35001 (Fax)

HOME PAGE: http://www.skiera.de

Shunyao Yan

Goethe University Frankfurt ( email )

Grüneburgplatz 1
Frankfurt am Main, 60323
Germany
+491745316923 (Phone)

Johannes Daxenberger

Technische Universität Darmstadt ( email )

Germany

Marcus Dombois

Technical University of Darmstadt ( email )

Hochschulstraße 10
Darmstadt, 64289
Germany

Iryna Gurevych

Technical University of Darmstadt ( email )

Universitaets- und Landesbibliothek Darmstadt
Magdalenenstrasse 8
Darmstadt, Hesse D-64289
Germany

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