Comparing automated text classification methods

Online social media drive the growth of unstructured text data. Many marketing applications require structuring this data at scales non-accessible to human coding, e.g., to detect communication shifts in sentiment or other researcher-defined content categories. Several methods have been proposed to automatically classify unstructured text. This paper compares the performance of ten such approaches (five lexicon-based, five machine learning algorithms) across 41 social media datasets covering major social media platforms, various sample sizes, and languages. So far, marketing research relies predominantly on support vector machines (SVM) and Linguistic Inquiry and Word Count (LIWC). Across all tasks we study, either random forest (RF) or naive Bayes (NB) performs best in terms of correctly uncovering human intuition. In particular, RF exhibits consistently high performance for three-class sentiment, NB for small samples sizes. SVM never outperform the remaining methods. All lexicon-based approaches, LIWC in particular, perform poorly compared with machine learning. In some applications, accuracies only slightly exceed chance. Since additional considerations of text classification choice are also in favor of NB and RF, our results suggest that marketing research can benefit from considering these alternatives.     

Managing service employees: literature review,expert opinions,and research directions

This article reviews the service management and marketing literature on managing people with a particular emphasis on managerial relevance. This review explores the market and financial results of managing people effectively, emphasizing that it is probably harder to duplicate high-performing human assets than any other corporate resource. The challenges inherent in boundary-spanning frontline jobs are discussed, including role conflict and emotional labor. Next, recommended human resources (HR) strategies and practices related to recruitment, training, empowerment, service delivery teams, and employee motivation are reviewed. The literature review concludes with a section on service culture, climate, and leadership. Each section is complemented with further research suggestions that emerged from interviews with eight academic and practitioner experts. The last section outlines six themes for new research opportunities with high potential managerial relevance; they relate to (1) the financial impact of HR practices and strategies, (2) motivating service employees, (3) training, (4) emotional labor, (5) dealing with rude customers, and (6) the impact of technology on managing service employees.     

Tumorpatienten – die Rolle der Angehörigen

Zusammenfasung  Belastungen, Bew?ltigungen, Ressourcen — Angeh?rige von Patienten werden im medizinischen Behandlungsprozess nicht selten als „St?rfaktoren“ wahrgenommen, die durch ihre Gegenwart, ihre Fragen und Anliegen den Arbeitsalltag „behindern“. Nur allzu schnell wird übersehen, welche gro?e Bedeutung sie bei der Betreuung der Patienten haben und wie hilfreich und unterstützend sie auch für das Pflegepersonal sein k?nnen – das gilt auch und besonders in der Onkologie.     

Forschung und Innovation: Wo steht Deutschland?

Aufwendungen für Forschung und Entwicklung werden im Hinblick auf die internationale Wettbewerbsf?higkeit eines Wirtschafts- und Technologiestandorts als besonders bedeutsam eingesch?tzt. Wie l?sst sich der Zusammenhang zwischen Forschung und wirtschaftlicher Entwicklung empirisch nachweisen? Welchen Rang nimmt Deutschland im internationalen Vergleich der Forschungs- und Innovationsaktivit?ten ein? Welche Handlungsoptionen ergeben sich für die Wirtschaftspolitik?     

Siemens: Maßhalten beim Moralisieren

Ohne Zusammenfassung Prof. Dr. Jochen Zimmermann ist Professor für Betriebswirtschaftslehre an der Universit?t Bremen     

Soziale Lage — Was sind die drängendsten Probleme?

Democracy seems to be at risk. People elect populists and autocrats, who offer simple solutions to social problems. Often, these problems are not even real ones but are only perceived as such. Economists have measures to determine which problems are fact-based, but they cannot draw a clear distinction between academic analysis and normative demand. If politics pursues a correction of a market outcome, any normative criteria other than efficiency have to be outlined explicitly. Nevertheless, some authors consider inequality one of the central contemporary social and economic challenges. Marcel Fratzscher emphasises that the solution is not found in more redistribution via taxes and transfers, but rather through greater equality of opportunity and social and educational mobility. Bert Rürup thinks that to stabilise the acceptance of the compulsory pension scheme, the dominance of the equivalence principle should be reduced. Further, the existence of different federal subsidy schemes should be replaced by a fixed federal contribution rate in alignment with the pension expenditures. In an international comparison, the fiscal burden for households with small and mid-level earned incomes is exceptionally high in Germany. In order to reduce this burden, Rürup suggests a contribution-free allowance for the social insurance contributions.