Will Great Power Come with Great Responsibility Only? A Dual Model of Consumer Power and Negative WOM on Social Media Review Platforms

Brand advocates, characterized by their enthusiasm for promoting a brand without incentives, play a crucial role in driving positive word-of-mouth (WOM) and influencing potential customers. However, there is a notable lack of intelligent systems capable of accurately identifying online advocates based on their social interactions with brands. Knowledge Graphs (KGs) offer structured and factual representations of human knowledge, providing a potential solution to gain holistic insights into customer preferences and interactions with a brand. This study presents a novel framework that leverages KG construction and embedding techniques to identify brand advocates accurately. By harnessing the power of KGs, our framework enhances the accuracy and efficiency of identifying and understanding brand advocates, providing valuable insights into customer advocacy dynamics in the online realm. Moreover, we address the critical aspect of social credibility, which significantly influences the impact of advocacy efforts. Incorporating social credibility analysis into our framework allows businesses to identify and mitigate spammers, preserving authenticity and customer trust. To achieve this, we incorporate and extend DSpamOnto, a specialized ontology designed to identify social spam, with a focus on the social commerce domain. Additionally, we employ cutting-edge embedding techniques to map the KG into a low-dimensional vector space, enabling effective link prediction, clustering, and visualization. Through a rigorous evaluation process, we demonstrate the effectiveness and performance of our proposed framework, highlighting its potential to empower businesses in cultivating brand advocates and driving meaningful customer engagement strategies.

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Will Great Power Come with Great Responsibility Only? A Dual Model of Consumer Power and Negative WOM on Social Media Review Platforms

Cited by 2 publications

References 104 publications

Anti-Brand Activism in the Collectivist Orientation: The Case of Online-Consumers-Run Communities

Anti-Brand Activism in the Collectivist Orientation: The Case of Online-Consumers-Run Communities

Credibility-based knowledge graph embedding for identifying social brand advocates

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