用大模型精准分析消费者文本中的情绪与评价,提升营销洞察力。
Extracting Consumer Insight from Text: A Large Language Model Approach to Emotion and Evaluation Measurement
- 基于消费者自述文本训练大模型LX,识别16种情绪和4项评价指标。
- 在开放题中达到81%宏平均F1,在亚马逊和Yelp评论中准确率超95%。
- 发现情绪可直接预测购买行为,适合营销分析与数据驱动决策者使用。
从非结构化文本中准确测量消费者情绪与评价,仍是营销研究的核心挑战。本文提出语言提取器(LX),一个在消费者自撰文本上微调的大语言模型,该文本附有消费者对16种消费相关情绪及信任、承诺、推荐与情感四项评价构念的自评评分。LX在开放性调查回复中表现优于主流模型(包括GPT-4 Turbo、RoBERTa和DeepSeek),宏平均F1达81%;在第三方标注的亚马逊和Yelp评论中准确率超过95%。将LX应用于在线零售数据,通过看似无关回归分析验证:评论表达的情绪能预测产品评分,而评分又可预测购买行为。多数情绪效应经由产品评分中介,但部分情绪如不满与平静感可直接作用于购买,表明情绪基调提供超越星级评分的有意义信号。为支持应用,提供免费无代码网页工具,实现消费者文本的规模化分析。本研究为消费者感知测量建立新方法基础,展示大模型在营销研究与实践中的有效应用,实现对营销构念的验证性检测。
原文摘要 · Abstract (English)
Accurately measuring consumer emotions and evaluations from unstructured text remains a core challenge for marketing research and practice. This study introduces the Linguistic eXtractor (LX), a fine-tuned, large language model trained on consumer-authored text that also has been labeled with consumers' self-reported ratings of 16 consumption-related emotions and four evaluation constructs: trust, commitment, recommendation, and sentiment. LX consistently outperforms leading models, including GPT-4 Turbo, RoBERTa, and DeepSeek, achieving 81% macro-F1 accuracy on open-ended survey responses and greater than 95% accuracy on third-party-annotated Amazon and Yelp reviews. An application of LX to online retail data, using seemingly unrelated regression, affirms that review-expressed emotions predict product ratings, which in turn predict purchase behavior. Most emotional effects are mediated by product ratings, though some emotions, such as discontent and peacefulness, influence purchase directly, indicating that emotional tone provides meaningful signals beyond star ratings. To support its use, a no-code, cost-free, LX web application is available, enabling scalable analyses of consumer-authored text. In establishing a new methodological foundation for consumer perception measurement, this research demonstrates new methods for leveraging large language models to advance marketing research and practice, thereby achieving validated detection of marketing constructs from consumer data.
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