Consumers' trust and popularity of negative posts in social media: A case study on the integration between B2C and C2C business models

Sinan S. Alsheikh; Khaled Shaalan; Farid Meziane

doi:10.1109/BESC.2017.8256364

Consumers' trust and popularity of negative posts in social media: A case study on the integration between B2C and C2C business models

Sinan S. Alsheikh
, Khaled Shaalan
, Farid Meziane

IBM
University of Salford

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

10 Scopus citations

Abstract

Trust can be defined as the vulnerability of trustor towards trustee to meet certain expectations. This paper extends the definition of trust to cover digital world and illustrate the trust model used by most of nowadays online stores. The social media sentiment analysis revealed the sentiments of customers towards traditional Business-to-Consumer (B2C) stores vs modern Consumer-to-Consumer (C2C) market places. Sentiment analysis was performed across multiple industry's like Taxi, hospitality, and online retail industry. The popularity of Negative sentiments was higher towards most of modern C2C market places compared to traditional B2C stores. The popularity of negative posts was linked with the consumers' trust towards the C2C market place offering. However, few C2C companies managed to maintain a high positive posts ration and sometimes they were better than traditional B2C business. Uber and AirBnB surprisingly were not on the top.

Original language	English
Title of host publication	Proceedings of 4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017
Editors	Yves Demazeau, Jianbo Gao, Guandong Xu, Jaroslaw Kozlak, Klaus Muller, Imran Razzak, Hao Chen, Yanhui Gu
Publisher	Institute of Electrical and Electronics Engineers Inc.
Pages	1-6
Number of pages	6
ISBN (Electronic)	9781538623657
DOIs	https://doi.org/10.1109/BESC.2017.8256364
State	Published - 1 Jul 2017
Event	4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017 - Cracow, Poland Duration: 16 Oct 2017 → 18 Oct 2017

Publication series

Name	Proceedings of 4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017
Volume	2018-January

Conference

Conference	4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017
Country/Territory	Poland
City	Cracow
Period	16/10/17 → 18/10/17

Keywords

B2C
C2C
Sentiment Analysis
Social Media
Trust
Trust worthiness

Access to Document

10.1109/BESC.2017.8256364

Cite this

Alsheikh, S. S., Shaalan, K., & Meziane, F. (2017). Consumers' trust and popularity of negative posts in social media: A case study on the integration between B2C and C2C business models. In Y. Demazeau, J. Gao, G. Xu, J. Kozlak, K. Muller, I. Razzak, H. Chen, & Y. Gu (Eds.), Proceedings of 4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017 (pp. 1-6). (Proceedings of 4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017; Vol. 2018-January). Institute of Electrical and Electronics Engineers Inc.. https://doi.org/10.1109/BESC.2017.8256364

Alsheikh, Sinan S. ; Shaalan, Khaled ; Meziane, Farid. / Consumers' trust and popularity of negative posts in social media : A case study on the integration between B2C and C2C business models. Proceedings of 4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017. editor / Yves Demazeau ; Jianbo Gao ; Guandong Xu ; Jaroslaw Kozlak ; Klaus Muller ; Imran Razzak ; Hao Chen ; Yanhui Gu. Institute of Electrical and Electronics Engineers Inc., 2017. pp. 1-6 (Proceedings of 4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017).

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title = "Consumers' trust and popularity of negative posts in social media: A case study on the integration between B2C and C2C business models",

abstract = "Trust can be defined as the vulnerability of trustor towards trustee to meet certain expectations. This paper extends the definition of trust to cover digital world and illustrate the trust model used by most of nowadays online stores. The social media sentiment analysis revealed the sentiments of customers towards traditional Business-to-Consumer (B2C) stores vs modern Consumer-to-Consumer (C2C) market places. Sentiment analysis was performed across multiple industry's like Taxi, hospitality, and online retail industry. The popularity of Negative sentiments was higher towards most of modern C2C market places compared to traditional B2C stores. The popularity of negative posts was linked with the consumers' trust towards the C2C market place offering. However, few C2C companies managed to maintain a high positive posts ration and sometimes they were better than traditional B2C business. Uber and AirBnB surprisingly were not on the top.",

keywords = "B2C, C2C, Sentiment Analysis, Social Media, Trust, Trust worthiness",

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Alsheikh, SS, Shaalan, K & Meziane, F 2017, Consumers' trust and popularity of negative posts in social media: A case study on the integration between B2C and C2C business models. in Y Demazeau, J Gao, G Xu, J Kozlak, K Muller, I Razzak, H Chen & Y Gu (eds), Proceedings of 4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017. Proceedings of 4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017, vol. 2018-January, Institute of Electrical and Electronics Engineers Inc., pp. 1-6, 4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017, Cracow, Poland, 16/10/17. https://doi.org/10.1109/BESC.2017.8256364

Consumers' trust and popularity of negative posts in social media: A case study on the integration between B2C and C2C business models. / Alsheikh, Sinan S.; Shaalan, Khaled; Meziane, Farid.
Proceedings of 4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017. ed. / Yves Demazeau; Jianbo Gao; Guandong Xu; Jaroslaw Kozlak; Klaus Muller; Imran Razzak; Hao Chen; Yanhui Gu. Institute of Electrical and Electronics Engineers Inc., 2017. p. 1-6 (Proceedings of 4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017; Vol. 2018-January).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Consumers' trust and popularity of negative posts in social media

T2 - 4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017

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AU - Meziane, Farid

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N2 - Trust can be defined as the vulnerability of trustor towards trustee to meet certain expectations. This paper extends the definition of trust to cover digital world and illustrate the trust model used by most of nowadays online stores. The social media sentiment analysis revealed the sentiments of customers towards traditional Business-to-Consumer (B2C) stores vs modern Consumer-to-Consumer (C2C) market places. Sentiment analysis was performed across multiple industry's like Taxi, hospitality, and online retail industry. The popularity of Negative sentiments was higher towards most of modern C2C market places compared to traditional B2C stores. The popularity of negative posts was linked with the consumers' trust towards the C2C market place offering. However, few C2C companies managed to maintain a high positive posts ration and sometimes they were better than traditional B2C business. Uber and AirBnB surprisingly were not on the top.

AB - Trust can be defined as the vulnerability of trustor towards trustee to meet certain expectations. This paper extends the definition of trust to cover digital world and illustrate the trust model used by most of nowadays online stores. The social media sentiment analysis revealed the sentiments of customers towards traditional Business-to-Consumer (B2C) stores vs modern Consumer-to-Consumer (C2C) market places. Sentiment analysis was performed across multiple industry's like Taxi, hospitality, and online retail industry. The popularity of Negative sentiments was higher towards most of modern C2C market places compared to traditional B2C stores. The popularity of negative posts was linked with the consumers' trust towards the C2C market place offering. However, few C2C companies managed to maintain a high positive posts ration and sometimes they were better than traditional B2C business. Uber and AirBnB surprisingly were not on the top.

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DO - 10.1109/BESC.2017.8256364

M3 - Conference contribution

AN - SCOPUS:85050535416

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BT - Proceedings of 4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017

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A2 - Kozlak, Jaroslaw

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A2 - Razzak, Imran

A2 - Chen, Hao

A2 - Gu, Yanhui

PB - Institute of Electrical and Electronics Engineers Inc.

Y2 - 16 October 2017 through 18 October 2017

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Alsheikh SS, Shaalan K, Meziane F. Consumers' trust and popularity of negative posts in social media: A case study on the integration between B2C and C2C business models. In Demazeau Y, Gao J, Xu G, Kozlak J, Muller K, Razzak I, Chen H, Gu Y, editors, Proceedings of 4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017. Institute of Electrical and Electronics Engineers Inc. 2017. p. 1-6. (Proceedings of 4th International Conference on Behavioral, Economic, and Socio-Cultural Computing, BESC 2017). doi: 10.1109/BESC.2017.8256364

Consumers' trust and popularity of negative posts in social media: A case study on the integration between B2C and C2C business models

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Keywords

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