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Hearing the Voice of the Customer

You're reading from   Hearing the Voice of the Customer Boost your business revenue by interpreting the customer's voice

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Product type Paperback
Published in Jan 2018
Publisher
ISBN-13 9781634623315
Length 153 pages
Edition 1st Edition
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Author (1):
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Bill Inmon Bill Inmon
Author Profile Icon Bill Inmon
Bill Inmon
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Table of Contents (15) Chapters Close

1. Introduction
2. 1: Value FREE CHAPTER 3. 2: Source 4. 3: Technology 5. 4: Taxonomies 6. 5: Text 7. 6: Visualization 8. 7: Restaurants 9. 8: Call Centers 10. 9: Airlines 11. 10: Surveys 12. 11: Strategy 13. 12: Infrastructure 14. 13: Combinations 15. Index

Negatives

In addition to the complexity that can occur naturally in language, the usage of negatives must be accounted for. Fig 5.5 shows the occurrence of a negation.

In general negations reverse the meaning of sentiment. Typical words of negation include no, not, never, none, and hardly.

In addition, certain words of sentiment are inherently negative, such as hate, dislike, disgust, and abhor.

So what is the implication when a negation is encountered with a positive sentiment word?

Here is an example:

“I don’t like ice cream…”

The word “don’t” is recognized as a negation and the word “like” is recognized as a statement of positive sentiment. When analyzing the sentence, the result is a negative statement.

However, when a negation is used in conjunction with an inherently negative word, the implication is that a positive statement has been made. Consider this sentence:

“I don’...

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