Data-driven View of Customer Psychological Anxiety Attributes for Cooperate Social Responsibility in Supply Chain Management: a LDA Model

Abstract

Background-Cooperate Social Responsibility (CSR) in supply chain management requires understanding customer psychological anxiety attributes. A data-driven approach, such as using a Latent Dirichlet Allocation (LDA) model, can provide insights. By recognizing and addressing customer psychological anxiety, CSR can provide better support, which leads to higher customer satisfaction. When customers feel understood and supported, they are more likely to have a positive perception of the company and its supply chain services.

Subjects and methods- The study aims to use the LDA method to explore consumer psychology anxiety and its attributes for CSR in supply chain management. The corpus is collected from the Web of Science core collection with keywords “CSR” and “supply chain management”, and 965 articles related to the field from1990-2022. LDA is a natural language processing technique that uncovers thematic structures in textual data. By applying LDA to customer feedback, businesses can identify anxiety attributes. Steps include data collection, preprocessing, LDA model training, topic interpretation, and deriving business insights.

Results- The study used the Python program to run LDA, after putting in the text data, the study identify number of 11 topics according to the value of topic coherence, then identified topics based on the most representative words or phrases within each topic combined CSR and supply chain related knowledge and fit the service quality model to find the customer psychological anxiety attributes, the results reveal that customer tend to be anxiety about the aspects of reliability and assurance for CSR in supply chain management, more concern about the environmental and social aspects responsibility. 

Conclusions- The study revealed customer psychological anxiety about CSR initiatives and strategies within their supply chain management. The results show that consumers feel most anxiety about the aspects of reliability and assurance of supply chain management. They are concerned about the environment and social responsibility that the supply chain enterprise is taking, especially in the food supply chain field. By addressing these concerns, organizations can enhance customer satisfaction, build stronger relationships, and improve their overall CSR performance. The findings of this study also contribute to the field by providing valuable guidance, further research can add other text mining methods like structural topic modelling, or add deeper quantitative research in the field and develop of a new customer-CSR service quality model in the service industry.