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Top1. Introduction
In recent years, with the development of e-commerce, customer demands for express service are not just restricted to the concept of ‘fast’. From the perspective of customers, express service is an important part of e-commerce. Goods are delivered to the customers from different places by express, and then e-commerce can be realized. The development of express service can greatly promote the development and optimization of e-commerce, even cross-border e-commerce. With the application of new technologies, express service is developing vigorously. At the same time, the demands of customers have gradually become diversified. In order to meet the diversified needs of customers, both academia and business are making efforts. Scholars have studied the innovations of express service from the perspective of finance or algorithm to promote the development of e-commerce (Li et al., 2020; Feng, 2018). Many express companies also continue to introduce innovative mode to optimize the customer experience of express service, for instance, SF EXPRESS launched “HIVE BOX” which is a kind of intelligent express cabinet to solve the end delivery problem. Also, CAINIAO, a company subordinate to Alibaba Group, launched unmanned vehicles for short-distance delivery. However, it is not clear whether these innovations work for customers. So, what innovations can meet customer needs and achieve results is worth exploring.
Traditional express service innovation usually starts from within an enterprise. Enterprises carry out logistics innovation from the perspective of dynamic capability (Chen et al., 2019) and service maturity (Liu et al., 2019), etc. Service innovation from the perspective of customers often develops slowly due to the lack of data and the difficulties in collecting data. With the development of the Internet, customers have provided a significant number of online reviews on social media platforms. These serve as customer feedback and become a rich data source for enterprises (He et al., 2016; Pournarakis et al., 2017; Xiao et al., 2016). However, few scholars have studied express service innovation using online reviews from the perspective of customers, although customer demands are the behavioral basis of express service innovation. Express service innovation based on online reviews is not only an opportunity to meet customer needs, but also a big challenge.
Based on above, this paper proposes to carry out service innovation with online reviews from the perspective of customers. A framework is constructed for mining service innovation opportunities, which performs text mining to automatically extract service attributes, and adopt an opportunity algorithm to quantify the innovation opportunities in service attributes. It is seen that the combination of text mining and opportunity algorithm can effectively mine service innovation opportunities from the perspective of customer demand, which can provide new ideas for the direction of express service innovation and also promote the management and optimization of AI- powered e-commerce.
The organization of this paper is as follows. Section II discusses theoretical background. Section III describes the proposed service innovation opportunity mining framework. Section IV provides the results and discussion of the experiment. Section V concludes this paper.