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Purpose: To outline recent developments in digital service delivery in order to encourage researchers to pursue collaborations with computer science, operations research, and data science colleagues and to show how such collaborations can expand the scope of research on emotion in service delivery.

Design/methodology/approach: Uses archived resources available at http://LivePerson.com to extract data based in genuine service conversations between agents and customers. We refer to these as “digital traces” and analyze them using computational science models.

Findings: Although we do not test significance or causality, the data presented in this chapter provide a unique lens into the dynamics of emotions in service; results that are not obtainable using traditional research methods.

Research limitations/implications: This is a descriptive study where findings unravel new dynamics that should be followed up with more research, both research using traditional experimental methods, and digital traces research that allows inferences of causality.

Practical implications: The digital data and newly developed tools for sentiment analyses allow exploration of emotions in large samples of genuine customer service interactions. The research provides objective, unobtrusive views of customer emotions that draw directly from customer expressions, with no self-report intervention and biases.

Originality/value: This is the first objective and detailed depiction of the actual emotional encounters that customers express, and the first to analyze in detail the nature and content of customer service work.

This study aims to elucidate the dynamics of social media discourse during global health events, specifically investigating how users across different platforms perceive, react to and engage with information concerning such crises.

A mixed-method approach was employed, combining both quantitative and qualitative data collection. Initially, thematic analysis was applied to a data set of social media posts across four major platforms over a 12-month period. This was followed by sentiment analysis to discern the predominant emotions embedded within these communications. Statistical tools were used to validate findings, ensuring robustness in the results.

The results showcased discernible thematic and emotional disparities across platforms. While some platforms leaned toward factual information dissemination, others were rife with user sentiments, anecdotes and personal experiences. Overall, a global sense of concern was evident, but the ways in which this concern manifested varied significantly between platforms.

The primary limitation is the potential non-representativeness of the sample, as only four major social media platforms were considered. Future studies might expand the scope to include emerging platforms or non-English language platforms. Additionally, the rapidly evolving nature of social media discourse implies that findings might be time-bound, necessitating periodic follow-up studies.

Understanding the nature of discourse on various platforms can guide health organizations, policymakers and communicators in tailoring their messages. Recognizing where factual information is required, versus where sentiment and personal stories resonate, can enhance the efficacy of public health communication strategies.

The study underscores the societal reliance on social media for information during crises. Recognizing the different ways in which communities engage with, and are influenced by, platform-specific discourse can help in fostering a more informed and empathetic society, better equipped to handle global challenges.

This research is among the first to offer a comprehensive, cross-platform analysis of social media discourse during a global health event. By comparing user engagement across platforms, it provides unique insights into the multifaceted nature of public sentiment and information dissemination during crises.

Despite a significant focus on customer evaluation and sentiment analysis, limited attention has been paid to discrete emotional perspective in terms of the emotionality used in text. This paper aims to extend the general-sentiment dictionary in Chinese to a restaurant-domain-specific dictionary, visualize spatiotemporal sentiment trends, identify the main discrete emotions that affect customers’ ratings in a restaurant setting and identify constituents of influential emotions.

A total of 683,610 online restaurant reviews downloaded from Dianping.com were analyzed by a sentiment dictionary optimized by the authors; the main emotions (joy, love, trust, anger, sadness and surprise) that affect online ratings were explored by using multiple linear regression methods. After tracking these sentiment review texts, Latent Dirichlet Allocation (LDA) and LDA models with term frequency-inverse document frequency as weights were used to find the factors that constitute influential emotions.

The results show that it is viable to optimize or expand sentiment dictionary by word similarity. The findings highlight that love and anger have the highest effect on online ratings. The main factors that constitute consumers’ anger (local characteristics, incorrect food portions and unobtrusive location) and love (comfortable dining atmosphere, obvious local characteristics and complete supporting services) are identified. Different from previous studies, negativity bias is not observed, which poses a question of whether it has to do with Chinese culture.

These findings can help managers monitor the true quality of restaurant service in an area on time. Based on the results, restaurant operators can better decide which aspects they should pay more attention to; platforms can operate better and can have more manageable webpage settings; and consumers can easily capture the quality of restaurants to make better purchase decisions.

This study builds upon the existing general sentiment dictionary in Chinese and, to the best of the authors’ knowledge, is the first to provide a restaurant-domain-specific sentiment dictionary and use it for analysis. It also reveals the constituents of two prominent emotions (love and anger) in the case of restaurant reviews.

The emotion regulation research has drawn considerable attention from academicians and scholars in the contemporary world. As a result, the publications that are specifically dedicated to emotion regulation research are rapidly escalating. Therefore, this study aims to conduct a bibliometric analysis of research articles that have been published in the field of “emotion regulation.” The study primarily examines the growth and development of scholarly publications, seminal studies, influential authors, productive journals, research production and collaboration among countries, emerging research themes, research hotspots and thematic evolution of emotion regulation research.

The Web of Science Core Collection database was used to gather the study’s data, which was then analysed using VOSviewer and Bibliometrix, Biblioshiney open-source package of the R language environment.

The study’s results reveal that the research on emotion regulation has grown significantly over the last three decades. Notably, Emotion and Frontiers in Psychology are the most dominant and productive journals in the field of emotion regulation research. The most prominent author in the area of emotion regulation is identified as James Gross, followed by Gratz, Wang and Tull. The USA is at the forefront of research on emotion regulation and has collaborated with most of the developed countries like Germany, England and Canada. The keyword analysis revealed that the most potential research areas in the field of emotion regulation are functional magnetic resonance imaging, amygdala, post-traumatic stress disorder, borderline personality disorder, alexithymia, emotion dysregulation, depression, anxiety, functional connectivity, neuroimaging, mindfulness, self-regulation, resilience and coping. The thematic evolution reflects that the research on emotion regulation has recently focused on issues including Covid-19, non-suicidal self-injury, psychological distress, intimate partner violence and mental health.

The results of this study highlighted the current knowledge gaps in emotion regulation research and suggested areas for further investigation. The present study could be useful for researchers, academicians, planners, publishers and universities engaged in emotion regulation research.

This paper aims to construct a spatio-temporal emotional framework (STEF) for digital humanities from a quantitative perspective, applying knowledge extraction and mining technology to promote innovation of humanities research paradigm and method.

The proposed STEF uses methods of information extraction, sentiment analysis and geographic information system to achieve knowledge extraction and mining. STEF integrates time, space and emotional elements to visualize the spatial and temporal evolution of emotions, which thus enriches the analytical paradigm in digital humanities.

The case study shows that STEF can effectively extract knowledge from unstructured texts in the field of Chinese Qing Dynasty novels. First, STEF introduces the knowledge extraction tools – MARKUS and DocuSky – to profile character entities and perform plots extraction. Second, STEF extracts the characters' emotional evolutionary trajectory from the temporal and spatial perspective. Finally, the study draws a spatio-temporal emotional path figure of the leading characters and integrates the corresponding plots to analyze the causes of emotion fluctuations.

The STEF is constructed based on the “spatio-temporal narrative theory” and “emotional narrative theory”. It is the first framework to integrate elements of time, space and emotion to analyze the emotional evolution trajectories of characters in novels. The execuability and operability of the framework is also verified with a case novel to suggest a new path for quantitative analysis of other novels.

This paper aims to describe the process used to create an emotion lexicon enriched with the emotional intensity of words and focuses on improving the emotion analysis process in texts.

The process includes setting, preparation and labelling stages. In the first stage, a lexicon is selected. It must include a translation to the target language and labelling according to Plutchik’s eight emotions. The second stage starts with the validation of the translations. Then, it is expanded with the synonyms of the emotion synsets of each word. In the labelling stage, the similarity of words is calculated and displayed using WordNet similarity.

The authors’ approach shows better performance to identification of the predominant emotion for the selected corpus. The most relevant is the improvement obtained in the results of the emotion analysis in a hybrid approach compared to the results obtained in a purist approach.

The proposed lexicon can still be enriched by incorporating elements such as emojis, idioms and colloquial expressions.

This work is part of a research project that aids in solving problems in a digital society, such as detecting cyberbullying, abusive language and gender violence in texts or exercising parental control. Detection of depressive states in young people and children is added.

This semi-automatic process can be applied to any language to generate an emotion lexicon. This resource will be available in a software tool that implements a crowdsourcing strategy allowing the intensity to be re-labelled and new words to be automatically incorporated into the lexicon.

This paper aims to propose a method for automatically labelling an affective lexicon with intensity values by using the WordNet Similarity (WS) software package with the purpose of improving the results of an affective analysis process, which is relevant to interpreting the textual information that is available in social networks. The hypothesis states that it is possible to improve affective analysis by using a lexicon that is enriched with the intensity values obtained from similarity metrics. Encouraging results were obtained when an affective analysis based on a labelled lexicon was compared with that based on another lexicon without intensity values.

The authors propose a method for the automatic extraction of the affective intensity values of words using the similarity metrics implemented in WS. First, the intensity values were calculated for words having an affective root in WordNet. Then, to evaluate the effectiveness of the proposal, the results of the affective analysis based on a labelled lexicon were compared to the results of an analysis with and without affective intensity values.

The main contribution of this research is a method for the automatic extraction of the intensity values of affective words used to enrich a lexicon compared with the manual labelling process. The results obtained from the affective analysis with the new lexicon are encouraging, as they provide a better performance than those achieved using a lexicon without affective intensity values.

Given the restrictions for calculating the similarity between two words, the lexicon labelled with intensity values is a subset of the original lexicon, which means that a large proportion of the words in the corpus are not labelled in the new lexicon.

The practical implications of this work include providing tools to improve the analysis of the feelings of the users of social networks. In particular, it is of interest to provide an affective lexicon that improves attempts to solve the problems of a digital society, such as the detection of cyberbullying. In this case, by achieving greater precision in the detection of emotions, it is possible to detect the roles of participants in a situation of cyberbullying, for example, the bully and victim. Other problems in which the application of affective lexicons is of importance are the detection of aggressiveness against women or gender violence or the detection of depressive states in young people and children.

This work is interested in providing an affective lexicon that improves attempts to solve the problems of a digital society, such as the detection of cyberbullying. In this case, by achieving greater precision in the detection of emotions, it is possible to detect the roles of participants in a situation of cyber bullying, for example, the bully and victim. Other problems in which the application of affective lexicons is of importance are the detection of aggressiveness against women or gender violence or the detection of depressive states in young people and children.

The originality of the research lies in the proposed method for automatically labelling the words of an affective lexicon with intensity values by using WS. To date, a lexicon labelled with intensity values has been constructed using the opinions of experts, but that method is more expensive and requires more time than other existing methods. On the other hand, the new method developed herein is applicable to larger lexicons, requires less time and facilitates automatic updating.

Using sentiment analysis (SA), this study aims to examine the impact of COVID-19 on mental health and virtual learning experiences among 1,125 students at a public Argentinean faculty.

A study was conducted during the COVID-19 pandemic, surveying 1,125 students to gather their opinions. The survey data was analysed using text mining tools and SA. SA was used to extract the students’ emotions, views and feelings computationally and identify co-occurrences and patterns in related words. The study also examines educational policies implemented after the pandemic.

The prevalent emotions expressed in the comments were trust, sadness, anticipation and fear. A combination of trust and fear resulted in submission. Negative comments often included the words “virtual”, “virtual classroom”, “virtual classes” and “professor”. Two significant issues were identified: teachers’ inexperience with virtual classes and inadequate server infrastructure, leading to frequent crashes. The most effective educational policies addressed vital issues related to the “virtual classroom”.

Text mining and SA are valuable tools for decision-making during uncertain times, such as the COVID-19 pandemic. They can also provide insights to recover quality assurance processes at universities impacted by health concerns or external shocks.

The paper makes two main contributions: it conducts a SA to gain insights from comments and analyses the relationship between emotions and sentiments to identify optimal educational policies. The study pioneers exploring the link between emotions, policies and the pandemic at a public university in Argentina. This area of research still needs to be explored.

To determine how the correlational structure of emotion differs for individuals age 60 and above, compared to those under age 60, and to discuss the profound implications these differences may have for the experience and management of emotion.

Structural equation modeling and shortest path analysis of emotion items from the General Social Survey (GSS)’s (1996) emotions module.

Some positive and negative emotion pairs are more distant for individuals over age 60, while others are in fact closer. This variability leads to differences in available shortest paths between emotions, especially when emotional transitions require segueing through intermediary feelings. The segueing emotions most readily available to those over 60 are limited to the poles of affective meaning, whereas those used by ones under age 60 are more variable. The majority of negative emotions are more tightly correlated, whereas the majority of positive emotions are less so, among those over age 60.

Although the measures are limited to 18 of the 19 emotions recorded by the GSS, and are based on self-report data regarding feelings felt over a period of seven days, these results suggest that attempts at intrapersonal and interpersonal emotion management may differ depending up the age of the actor/object.

Addresses the need for more nuanced analyses of emotional experience that goes moves beyond simple frequencies. Also suggests potential bridges between sociological and psychological approaches to the study of emotion.