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Investigation of Customer Neutral Emotions During User Conversation: Towards Discourse Corpus-Based Annotation

Articles in Press

Document Type : مقالات علمی پژوهشی

Authors

Farideh Haghbin ¹

Narjes Monfared ²

parisa najafi ³

¹ Professor in Linguistics, Department of Linguistics, Faculty of Literature, Alzahra University, Tehran, Iran

² Postdoc Researcher, Department of Linguistics, Faculty of Literature, Alzahra University, Tehran, Iran

³ Assistant Professor, Department of English Language Teaching, Faculty of Literature and Humanities. Lorestan, Khorramabad, Iran

10.48311/LRR/lrr.2025.114629.0

Abstract

Ø±Ø´Ø¯ Ø±ÙØ²Ø§ÙØ²ÙÙ Ø§ÙÚ©Ø§Ù‌ÙØ§Û Ú¯ÙØª‌ÙÚ¯ÙÛÛ Ø¯Ø± ÙØ¶Ø§Û Ø¨Ø±Ø®Ø·Ø Ø³Ø¨Ø¨ Ú¯Ø³ØªØ±Ø´ Ø¨Ø±ÙÙ‌Ú©ÙØ´ Ú©Ø§Ø±Ø¨Ø±Ø§Ù Ø¨Ù‌ÙØ«Ø§Ø¨Ù ÙØ´ØªØ±ÛØ Ø´Ø¯Ù‌Ø§Ø³Øª. Ø¨Ù‌Ú¯ÙÙÙ‌Ø§Û‌Ú©Ù Ø§ÙÚ©Ø§Ù Ø®ÙØ§ÙØ´ Ø¯ÛØ¯Ú¯Ø§Ù‌ÙØ§Û Ø®ÙØ«Û Ú©Ø§Ø±Ø¨Ø±Ø§Ù Ø¨Ø§ ØªÚ©ÛÙ‌Ø¨Ø± ÙØ·Ø¨ÛØª Ø§ØØ³Ø§Ø³Û ÙØ´ØªØ±ÛØ Ø¨Ù‌Ø±Ø§ØØªÛ Ø§ÙÚ©Ø§Ù‌Ù¾Ø°ÛØ± ÙÛØ³Øª. ÙØ±ÚÙØ¯ Ø§ÙÚ©Ø§Ù Ø¨ÙØ±Ù‌Ú¯ÛØ±Û Ø§Ø² Ø§ÙÙØ§Ø¹ ØØ§Ø´ÛÙ‌ÙÙÛØ³Û Ù¾ÛÚ©Ø±Ù‌Ø¨ÙÛØ§Ù Ø¯Ø± ØªØ‌Ø²ÛÙ Ù ØªØÙÛÙ Ø§ØØ³Ø§Ø³Ø§Øª ÙØ´ØªØ±Û ÙØ±Ø§ÙÙ Ø§Ø³ØªØ ØØ§Ø´ÛÙ‌ÙÙÛØ³Û Ø¯Ø³ØªÛ Ø¯Ø± Ø³Ø·Ø Ú¯ÙØªÙØ§ÙÛØ ÛØ§ÙØªÙ‌ÙØ§Û Ú©Ø§Ø±Ø¨Ø±Ø¯Û Ø¯Ø± Ù¾Û Ø®ÙØ§ÙØ¯ Ø¯Ø§Ø´Øª. Ø¨Ø±Ø§ÛÙ‌ÙØ¨ÙØ§Ø Ø¯Ø± Ø§ÛÙ Ù¾ÚÙÙØ´ Ø¨Ø±Ø¢ÙÛÙ ØªØ§ Ø¨Ø§ Ú©Ø§Ø±Ø¨Ø±Ø¯ Ø³Ø§Ø²ÙÚ©Ø§Ø±ÙØ§Û Ú¯ÙØªÙØ§ÙÛ Ø¯Ø± ØÙØ²Ù Ø¨Ø§Ø²Ø§Ø±ÛØ§Ø¨Û Ø¯ÛØ¯Ú¯Ø§Ù Ø¨Ù ÙØ§Ú©Ø§ÙÛ Ø‌Ø±ÛØ§Ù‌ÙØ§Û Ø¯ÙØ³ÙÛÙ Ù ÚÙØ¯Ø³ÙÛÙ Ú¯ÙØª‌ÙÚ¯ÙÙÙØ¯Û Ú©Ø§Ø±Ø¨Ø±Ø§Ù Ø¯Ø± Ù¾ÛÙÙØ¯ Ø¨Ø§ Ø¯ÛØ¯Ú¯Ø§Ù‌ÙØ§Û Ø®ÙØ«Û ÙØ´ØªØ±Û Ø¨Ù¾Ø±Ø¯Ø§Ø²ÛÙ. Ø¯Ø§Ø¯Ù‌ÙØ§Û Ù¾ÚÙÙØ´Ø Ø¨Ø±Ú¯Ø±ÙØªÙ‌ Ø§Ø² 5000 Ø‌Ø±ÛØ§Ù Ú¯ÙØª‌ÙÚ¯ÙÛÛ Ø§Ø³Øª Ú©Ù Ø§Ø² ÙØ±ÙØ±Ø¯ÛÙ 1400 ØªØ§ Ø§Ø±Ø¯ÛØ¨ÙØ´Øª 1404 Ø¨Ù‌Ø±ÙØ´ ØªØµØ§Ø¯ÙÛ Ú¯Ø±Ø¯Ø¢ÙØ±Û Ø´Ø¯Ù‌ Ù ÙØ´ØªÙÙ‌Ø¨Ø± 153 Ø¯ÛØ¯Ú¯Ø§Ù‌ÙØ§Û Ø®ÙØ«Û Ú©Ø§Ø±Ø¨Ø±Ø§Ù Ø¯Ø±ÙÙØ±Ø¯ ÙÛÚÙØ¯ÙØ§Û Ø§ÛØ±Ø§ÙÛ ÙØ³ØªÙØ¯. Ø±ÙØ´ Ù¾ÚÙÙØ´Ø Ø§Ø² ÙÙØ¹ ØªØ±Ú©ÛØ¨Û - ØªÙÙÛÙÛ Ø§Ø² Ø±ÙØ´ Ú©ÛÙÛ Ù Ú©ÙÛ- Ø§Ø³Øª. Ø¯Ø± Ø¨Ø±Ø±Ø³Û Ú©ÛÙÛ Ù¾ÚÙÙØ´Ø ÙØ®Ø³ØªØ Ø²ÙØ‌ÛØ±Ù Ú¯ÙØª‌ÙÚ¯ÙÛ Ú©Ø§Ø±Ø¨Ø±Ø§Ù Ù¾ÛØ±Ø§ÙÙÙ ÙÛÚÙØ¯ Ø¯Ø± Ø‌Ø±ÛØ§Ù ÙÙ‌Ø¢ÙØ±ÛÙÛ Ø§Ø±Ø²Ø´‌ÙØ§Û ÙÛÚÙØ¯Ø Ø¨Ù‌Ø±ÙØ´ ÙØ¯ÙÙÙØ¯ Ø§ÙØªØ®Ø§Ø¨ Ø´Ø¯Ù Ù ÙÙØ±Ø¯ ÙØ§Ú©Ø§ÙÛ ÙØ±Ø§Ø± ÙÛ‌Ú¯ÛØ±Ø¯. Ø³Ù¾Ø³Ø Ø¨Ø±ÙÙ‌Ú©ÙØ´‌ÙØ§Û ÚÙØ¯Ø³ÙÛÙ Ø²ÙØ‌ÛØ±Ù‌ÙØ§Û Ú¯ÙØª‌ÙÚ¯ÙÛÛØ Ø¨Ø§ ØªÚ©ÛÙ Ø¨Ø± Ø±ÙØ§Ø¨Ø· Ø¨ÛÙØ§ÙØªÙÛ Ù Ø¨Ø± Ù¾Ø§ÛÙ Ø§ÙÚ©Ø§Ù‌ÙØ§Û Ø¨ÛÙØ§Ú©ÙØ´Ú¯Ø± Ø±Ø³Ø§ÙÙ Ø§Ø‌ØªÙØ§Ø¹Û Ø¨Ø±Ø±Ø³Û ÙÛ‌Ø´ÙØ¯. Ø¯Ø±ÙÙØ§ÛØªØ Ø‌Ø±ÛØ§Ù Ú¯ÙØª‌ÙÚ¯ÙÛ Ú©Ø§Ø±Ø¨Ø±Ø§ÙØ Ø§Ø² Ø³Ø·Ø Ø²ÙØ‌ÛØ±Ù Ú¯ÙØª‌ÙÚ¯Ù ØªØ§ Ø¨Ø±ÙÙ‌Ú©ÙØ´ ÚÙØ¯Ø³ÙÛÙ Ù Ø§Ø¨Ø±Ú¯ÙØª‌ÙÚ¯ÙÙØ§Û Ú©ÙØ§Ù Ø¨Ø§ ØªÙØ‌Ù Ø¨Ù Ø¯ÛØ¯Ú¯Ø§Ù‌ÙØ§ Ù Ø±ÙØ§ÛØª‌ÙØ§Û Ú©Ø§Ø±Ø¨Ø± Ø¨Ù ÙØ«Ø§Ø¨Ù ÙØ´ØªØ±Û/ÙØ´ØªØ±ÛØ§Ù ØªÙØµÛÙ Ù ØªØÙÛÙ ÙÛ‌Ø´ÙÙØ¯. ÛØ§ÙØªÙÙØ§Û Ø¨Ø±Ø±Ø³Û Ú©ÙÛ Ø¨Ø§ ØªØ±Ø³ÛÙ Ø§ÙÚ¯ÙÛ Ø¯ÛØ¯Ú¯Ø§Ù‌ÙØ§Û Ø®ÙØ«Û Ú©Ø§Ø±Ø¨Ø± Ø¯Ø± Ø‌Ø±ÛØ§Ù ØªØ¹Ø§ÙÙÛ Ø¯ÙØ³ÙÛÙ Ù ÚÙØ¯Ø³ÙÛÙ ÙÛ‌Ø´ÙØ¯ Ú©Ù Ø¯Ø± Ø¢Ú¯Ø§ÙØ§ÙØ¯Ù Ø¯ÛØ¯Ú¯Ø§Ù‌ÙØ§Û ÙØ§ÙØ¹Û Ú©Ø§Ø±Ø¨Ø±Ø§Ù Ø¨Ù ØµØ§ØØ¨Ø§Ù Ú©Ø³Ø¨‌ÙÚ©Ø§Ø± Ø¨Ø³ÛØ§Ø± Ú©Ø§Ø±Ø§ÛÛ Ø¯Ø§Ø±Ø¯. ÛØ§ÙØªÙ‌ÙØ§Û Ù¾ÚÙÙØ´ Ø¨Ù Ø¯ÙØª Ø¨Ø§ÙØ§Û ØØ§Ø´ÛÙ‌ÙÙÛØ³Û Ù¾ÛÚ©Ø±Ù‌Ø¨ÙÛØ§Ù Ú¯ÙØªÙØ§ÙÛ Ø¯Ø± ØªØ‌Ø²ÛÙ Ù ØªØÙÛÙ Ø§ØØ³Ø§Ø³Ø§Øª Ø®ÙØ«Û ÙØ´ØªØ±Û Ø¨Ø§ Ø§Ø¨Ø²Ø§Ø±ÙØ§Û ÛØ§Ø¯Ú¯ÛØ±Û ÙØ§Ø´ÛÙ Ù ØªØÙÛÙ ÙÛ‌Ø§ÙØ‌Ø§ÙØ¯.

Keywords

Computational semiotics

emotional polarity

manual corpus-based annotation

user dialogicity

neutral sentiment analysis

Subjects

Language Applicators

Language Related Research

Articles in Press, Accepted Manuscript
Available Online from 27 October 2025

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