A study on the processing model of online customer reviews from DOC perspective

The development of internet and information technology provides customers a new opportunity to share their shopping experience online. Online customer reviews (OCR) have a significant value on purchasing decisions and corporate reputation management. However, how to aggregate and utilize OCR is a big challenge. This paper explores the OCR processing and proposes an OCR processing model by introducing relative theories from three-dimensional perspectives of demanding, ordering and centralization. Moreover, we study on the formalization of the three-dimensional OCR processing model. Case analysis shows that the processing model proposed in this paper can provide practical ideas and methods for further improvement of OCR processing.