Consumers rely heavily on the Internet for information about automobile safety and reliability [35], consulting resources such as vehicle consumer surveys, insurance industry statistics, manufacturer websites, and complaints filed via regulatory agencies. However, Internet users go beyond consumption of vehicle safety and reliability information, and engage in production of such information using a variety of online social media tools (bulletin boards/forums, blogs, twitter,etc.), on a vast scale. Consumer feedback provides a valuable information source for improving product designs and marketing strategies[23]. Finding and analyzing consumer-produced knowledge of vehicle defects, buried among millions of consumer postings, is a difficult quality management challenge that has received very little attention in prior
literature. Understanding and prioritizing the vast volume of automotive information produced by consumers, and sifting out the safety and performance issues from the discussion ‘dregs’, is the focus of this paper.
Consumers rely heavily on the Internet for information about automobile safety and reliability [35], consulting resources such as vehicle consumer surveys, insurance industry statistics, manufacturer websites, and complaints filed via regulatory agencies. However, Internet users go beyond consumption of vehicle safety and reliability information, and engage in production of such information using a variety of online social media tools (bulletin boards/forums, blogs, twitter,etc.), on a vast scale. Consumer feedback provides a valuable information source for improving product designs and marketing strategies[23]. Finding and analyzing consumer-produced knowledge of vehicle defects, buried among millions of consumer postings, is a difficult quality management challenge that has received very little attention in priorliterature. Understanding and prioritizing the vast volume of automotive information produced by consumers, and sifting out the safety and performance issues from the discussion ‘dregs’, is the focus of this paper.
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