Information Technology and Management

, Volume 16, Issue 4, pp 303–311 | Cite as

Customer emotion detection by emotion expression analysis on adverbs

  • Yan Sun
  • Changqin Quan
  • Xin Kang
  • Zuopeng Zhang
  • Fuji Ren


The growing interests of affective computing (AC) and its implementation in e-business demand researchers to explore the applications of AC techniques in detecting customer emotions. Recent studies have shown that language is powerful in conveying emotions, and a good understanding of major language features bears great implications for customer relationship management. However, the effect of adverbs in text emotion prediction has only been briefly mentioned in a few related works, but never thoroughly studied. This paper addresses the gap by investigating how to detect customer emotions through analyzing the adverbs in emotion expressions. In particular, we develop a Japanese adverb emotion corpus, analyze emotion usage of adverbs, and further derive an adverb-emotion lexicon and its rule base. Utilizing these resources, we design and perform experiments to classify emotions in sentences so as to evaluate the effectiveness of different adverb features including adverbs, adverb emotions, and adverb emotion rules. Our experiments and analysis show the great impact of adverbs on emotion expressions, which can be applied to assist e-businesses in improving customer related processes.


Affective computing E-business Customer emotions Adverb analysis 



This research has been partially supported by the Ministry of Education, Science, Sports and Culture of Japan under Grant-in-Aid for Scientific Research (A) No. 22240021, and the National High-Tech Research & Development Program of China 863 Program under Grant No.2012AA011103, and National Natural Science Foundation of China under Grant No. 61203312.


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Copyright information

© Springer Science+Business Media New York 2014

Authors and Affiliations

  • Yan Sun
    • 1
  • Changqin Quan
    • 2
  • Xin Kang
    • 1
  • Zuopeng Zhang
    • 3
  • Fuji Ren
    • 1
  1. 1.Faculty of EngineeringUniversity of TokushimaTokushimaJapan
  2. 2.AnHui Province Key Laboratory of Affective Computing and Advanced Intelligent Machine, School of Computer and InformationHefei University of TechnologyHefeiChina
  3. 3.School of Business and EconomicsState University of New York at PlattsburghPlattsburghUSA

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