Problem Structuring Combined with Sentiment Analysis to Product-Service System Performance Management

Abstract

The success of any business model depends on how well it is capable of satisfying customers’ requirements. Therefore, organizations must be able to understand their customer’s desires and evaluate how it is performing. This is even more true in innovative contexts such as the implementation of circular economy (CE) concepts (e.g., value optimization, systems thinking, collaboration) by businesses, which defines the so-called circular business models (CBM). Considering the growing potential of text analytics techniques to extract and provide useful information from customers’ reviews or comments in social media, this article proposes a framework to integrate aspect-based sentiment analysis (ABSA) and a problem structuring method (PSM) to support the investigation of a product-service system (PSS) performance in CE context. The proposed framework aims to aid an organization to incorporate stakeholders’ perspectives to support a systemic analysis of a CBM’s current performance, which may support better-informed decisions of performance management. The proposed approach, integrating ABSA and PSM, presented in this paper was grounded by two systematic literature reviews, which showed its potential contribution and novelty.