HKUBS_Standard_Coloured_Shield_Blue_Text_Logo - 380
  • Global Presence
  • About Us
        • About us about us
        • A Premier Business School in Asia with Global Influence
        • Overview
          • Message from the Dean
          • Vision & Mission
          • Milestones
          • Partnerships & Global Network
          • Beta Gamma Sigma HKU Chapter
          • Rankings & Accreditations
          • Corporate Collaboration
        • Leadership
          • Faculty Management
          • International Advisory Council
        • Our Stories
        • Contact Us
        • Staff Portal
        • Campuses
  • Programmes
        • Programmes programmes
        • Diversified Learning Experience Empowers our Students
        • Undergraduate
        • Masters
          • MAA
          • MAcct
          • MCGRM
          • MEcon
          • MFWM
          • MFin
          • MFFinTech
          • MGM
          • MSAF
          • MSc(BA)
          • MScMktg
          • MWM
        • MBAs & EMBAs
          • MBA
          • IMBA
          • HKU EMBA
        • PhD
        • Executive Education
        • DBA
  • People
        • People people
        • International Faculty Body that Offers Quality Education
        • Faculty
        • Post-Doctoral Fellows
        • Demonstrators/ Teaching Assistants
        • Research Postgraduate Students
        • Administration
  • Research
        • Research research
        • Lead the Frontier of Knowledge Creation
        • Thought Leadership
          • Latest Research Publications
          • HKEJ Column
          • FT Chinese Column
          • In the Media
        • Academic Areas
        • Faculty Members
        • Research Grants
        • Seminars & Conferences
          • Edward K Y Chen Distinguished Lecture Series
        • Research Centres & Institutes
        • Hong Kong Macroeconomics Forecast
        • HKU Knowledge Exchange
        • HKU Scholars Hub
        • Shenzhen Research Institutes
  • Events
  • Media
        • Media media
        • Inspire the Society and Community with Rigorous Insights
        • School News
        • In the Media
        • Press Release
  • Career
        • Career career
        • Fostering Strategic Partnerships and Talent Development
        • Recruit our Talents
        • Student Career Development
        • Career Opportunities
          • Faculty Recruitments
          • HKU Career Site
  • 繁
  • 简
Type To Search
HKUBS_Standard_Coloured_Shield_Blue_Text_Logo - 380
Type To Search
  • Global Presence
  • About Us
        • About us about us
        • A Premier Business School in Asia with Global Influence
        • Overview
          • Message from the Dean
          • Vision & Mission
          • Milestones
          • Partnerships & Global Network
          • Beta Gamma Sigma HKU Chapter
          • Rankings & Accreditations
          • Corporate Collaboration
        • Leadership
          • Faculty Management
          • International Advisory Council
        • Our Stories
        • Contact Us
        • Staff Portal
        • Campuses
  • Programmes
        • Programmes programmes
        • Diversified Learning Experience Empowers our Students
        • Undergraduate
        • Masters
          • MAA
          • MAcct
          • MCGRM
          • MEcon
          • MFWM
          • MFin
          • MFFinTech
          • MGM
          • MSAF
          • MSc(BA)
          • MScMktg
          • MWM
        • MBAs & EMBAs
          • MBA
          • IMBA
          • HKU EMBA
        • PhD
        • Executive Education
        • DBA
  • People
        • People people
        • International Faculty Body that Offers Quality Education
        • Faculty
        • Post-Doctoral Fellows
        • Demonstrators/ Teaching Assistants
        • Research Postgraduate Students
        • Administration
  • Research
        • Research research
        • Lead the Frontier of Knowledge Creation
        • Thought Leadership
          • Latest Research Publications
          • HKEJ Column
          • FT Chinese Column
          • In the Media
        • Academic Areas
        • Faculty Members
        • Research Grants
        • Seminars & Conferences
          • Edward K Y Chen Distinguished Lecture Series
        • Research Centres & Institutes
        • Hong Kong Macroeconomics Forecast
        • HKU Knowledge Exchange
        • HKU Scholars Hub
        • Shenzhen Research Institutes
  • Events
  • Media
        • Media media
        • Inspire the Society and Community with Rigorous Insights
        • School News
        • In the Media
        • Press Release
  • Career
        • Career career
        • Fostering Strategic Partnerships and Talent Development
        • Recruit our Talents
        • Student Career Development
        • Career Opportunities
          • Faculty Recruitments
          • HKU Career Site
HKUBS_Standard_Coloured_Shield_Blue_Text_Logo - 380
  • Global Presence
  • About Us
    • Overview
      • Message from the Dean
      • Vision & Mission
      • Milestones
      • Partnerships & Global Network
      • Beta Gamma Sigma HKU Chapter
      • Rankings & Accreditations
      • Corporate Collaboration
    • Leadership
      • Faculty Management
      • International Advisory Council
    • Our Stories
    • Contact Us
    • Staff Portal
    • Campuses
  • Programmes
    • Undergraduate
    • Masters
      • MAA
      • MAcct
      • MCGRM
      • MEcon
      • MFWM
      • MFin
      • MFFinTech
      • MGM
      • MSAF
      • MSc(BA)
      • MScMktg
      • MWM
    • MBAs & EMBAs
      • MBA
      • IMBA
      • HKU EMBA
    • DBA
    • PhD
    • Executive Education
  • People
    • Faculty
    • Post-Doctoral Fellows
    • Demonstrators/ Teaching Assistants
    • Research Postgraduate Students
    • Administration
  • Research
    • Thought Leadership
      • Latest Research Publications
      • HKEJ Column
      • FT Chinese Column
      • In the Media
    • Academic Areas
    • Faculty Members
    • Research Grants
    • Seminars & Conferences
      • Edward K Y Chen Distinguished Lecture Series
    • Research Centres & Institutes
    • Hong Kong Macroeconomics Forecast
    • HKU Knowledge Exchange
    • HKU Scholars Hub
    • Shenzhen Research Institutes
  • Events
  • Media
    • School News
    • In the Media
    • Press Release
  • Career
    • Recruit our Talents
    • Student Career Development
    • Career Opportunities
      • Faculty Recruitments
      • HKU Career Site

Events

Home Events
The Divorce of Word and Deed — A Data-mining Approach to  Identify and Evaluate Customer Requirements
The Divorce of Word and Deed — A Data-mining Approach to  Identify and Evaluate Customer Requirements
The Divorce of Word and Deed — A Data-mining Approach to  Identify and Evaluate Customer Requirements
The Divorce of Word and Deed — A Data-mining Approach to  Identify and Evaluate Customer Requirements
6Mar
Seminar Calendar, Information and Innovation Management

The Divorce of Word and Deed — A Data-mining Approach to Identify and Evaluate Customer Requirements

6 Mar 2023 | 2:30 p.m. — 4:00 p.m.
KK 315
Share on TwitterShare on FacebookShare on WhatsappShare on LinkedInShare on Email

This is a joint seminar organized by HKU Business School’s IIM Area and Institute of Digital Economy & Innovation (IDEI).

SPEAKER

Prof. Juan (Jane) FENG
Hon Hai Chair Professor | Department of Management Science & Engineering
School of Economics & Management
Tsinghua University

ABSTRACT

The advancement of IT has made it possible to understand customer requirements through publicly available information, such as online word-of-mouth. We extend previous literature that studies customer requirements through a single information source of online review, by proposing a framework of incorporating one additional information source, that is, consumers’ purchase records. This enables us to examine the relationship between customers’ expressed satisfaction (words) and their actual purchase (deeds). Utilizing unique data sets about the actual sales records as well as online review information in a cell phone market, we mine and characterize each product feature in a two-dimensional model, based on how important they are to customers’ expressed satisfaction as well as actual purchase. We find that, surprisingly, consumers’ words and deeds are not always consistent: while some requirements are expressed as important features in determining customer satisfaction in ‘words’, they do not stand out in factors that influence consumers’ purchase; there are also requirements that are ‘silent’ in satisfaction, while customers value them when making purchase. This implies the importance of incorporating the “deed” dimension into the understanding of customer requirements. Understanding the differences in product requirements reflected from these two dimensions offers guidelines for better product design, such as which features to improve/innovate, and which features to differentiate from the competitors.

BIO

Professor Juan (Jane) FENG holds a B.A. in Economics from Renmin University of China, and a PhD in Business Administration from Pennsylvania State University, with a dual title in Operations Research. She is currently Hon Hai Chair Professor at the Department of Management Science and Engineering as well as Vice Chair of Research Center for Digital Economy (Greater Bay Area), School of Economics and Management Shenzhen Research Institute of Tsinghua University.

She serves as Senior Editor for Information Systems Research, Production & Operations Management and E-Commerce Research & Applications. She also serves at the editorial board for JMIS and IJEC. Jane’s research interests are in economics of Information systems, focusing on both analytical modeling and empirical analysis. She has been working on topics such as keyword auctions, advertising and pricing, the economics of online review, block chain and data ownership, etc.

Consumer Demand with Price Aggregators3 Mar 2023
CEO-Employee Political Alignment and Financial Reporting Outcomes7 Mar 2023
Other Events
214th Congregation (Summer Congregation 2025)
7Jul-8Jul
Faculty Level | Event
214th Congregation (Summer Congregation 2025)
Grand Hall, Centennial Campus, HKU
Semiparametric Identification of the Discount Factor and Payoff Function in Dynamic Discrete Choice Models
Semiparametric Identification of the Discount Factor and Payoff Function in Dynamic Discrete Choice Models
Semiparametric Identification of the Discount Factor and Payoff Function in Dynamic Discrete Choice Models
Semiparametric Identification of the Discount Factor and Payoff Function in Dynamic Discrete Choice Models
Semiparametric Identification of the Discount Factor and Payoff Function in Dynamic Discrete Choice Models
18Jun
Economics | Seminar
Semiparametric Identification of the Discount Factor and Payoff Function in Dynamic Discrete Choice Models
18 June 2025 | 2:15 PM - 3:30 PM
KK 910 K. K. Leung Building, HKU
Prof. Katsumi Shimotsu
The Divorce of Word and Deed -- A Data-mining Approach to  Identify and Evaluate Customer Requirements
About Speaker
Prof. Juan (Jane) FENG

Hon Hai Chair Professor | Department of Management Science & Engineering | School of Economics & Management | Tsinghua University

The Divorce of Word and Deed — A Data-mining Approach to Identify and Evaluate Customer Requirements
6 Mar 20232:30 p.m. — 4:00 p.m.
KK 315
Sign up for upcoming news and events
LinkedIn WeChat Instagram Facebook Weibo Twitter YouTube

©2025, HKU Business School. All Rights Reserved. | Privacy Policy | Web Accessibility Statement