Abstract:
A product, service consumer experience qualities were reviewed,
definition “consumer experience”, concept definition of this term and the pro posed term rationale were proposed; the consumer experience documenting
form within the web environment and subjective information demand reasons,
in particular, the consumer experience, were reviewed. Web forums, as the sub jective information accumulation environment, social and communicative prop erties of the web forums and informative parts of their participants in the con sumer experience exchange were studied. Technical structure of the web forum
information content was reviewed for its compliance with structure of commu nication process between the web forum participants. It was learned that the
technical structure reflects data base structure only and it may not be utilized for
analysis of the communication process between the web forum participants. In
order to build a model, the communication structure of the web forum infor mation content was studied. Such communication structure units, as topic situa tion and atomic situation, were implemented and formalized, their distinction
principles in discussion were established that allowed to esteem the web forum
information content in terms of communication put into a text form. A commu nication structure model of the web forum information content was made that
enabled the discussion text investigation by communicative constituents for
subsequent processing to detect the consumer experience. The consumer expe rience model was created in the web forum information content, based on the
consumer experience structure that made it possible to make the consumer ex perience expression construction models.
