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  <front>
    <journal-meta>
      <journal-id journal-id-type="publisher-id">109</journal-id>
      <journal-id journal-id-type="index">urn:lsid:arphahub.com:pub:3dc5f44e-8666-58db-bc76-a455210e8891</journal-id>
      <journal-title-group>
        <journal-title xml:lang="en">JUCS - Journal of Universal Computer Science</journal-title>
        <abbrev-journal-title xml:lang="en">jucs</abbrev-journal-title>
      </journal-title-group>
      <issn pub-type="ppub">0948-695X</issn>
      <issn pub-type="epub">0948-6968</issn>
      <publisher>
        <publisher-name>Journal of Universal Computer Science</publisher-name>
      </publisher>
    </journal-meta>
    <article-meta>
      <article-id pub-id-type="doi">10.3897/jucs.104093</article-id>
      <article-id pub-id-type="publisher-id">104093</article-id>
      <article-categories>
        <subj-group subj-group-type="heading">
          <subject>Research Article</subject>
        </subj-group>
        <subj-group subj-group-type="scientific_subject">
          <subject>H.3.3 - Information Search and Retrieval</subject>
          <subject>H.3 - INFORMATION STORAGE AND RETRIEVAL</subject>
          <subject>J.4 - SOCIAL AND BEHAVIORAL SCIENCES</subject>
          <subject>J.7 - COMPUTERS IN OTHER SYSTEMS</subject>
        </subj-group>
      </article-categories>
      <title-group>
        <article-title>What is the Consumer Attitude toward Healthcare Services? A Transfer Learning Approach for Detecting Emotions from Consumer Feedback</article-title>
      </title-group>
      <contrib-group content-type="authors">
        <contrib contrib-type="author" corresp="no">
          <name name-style="western">
            <surname>Alshouha</surname>
            <given-names>Bashar</given-names>
          </name>
          <uri content-type="orcid">https://orcid.org/0000-0001-6475-4248</uri>
          <xref ref-type="aff" rid="A1">1</xref>
        </contrib>
        <contrib contrib-type="author" corresp="yes">
          <name name-style="western">
            <surname>Serrano-Guerrero</surname>
            <given-names>Jesus</given-names>
          </name>
          <email xlink:type="simple">jesus.serrano@uclm.es</email>
          <uri content-type="orcid">https://orcid.org/0000-0002-6177-8188</uri>
          <xref ref-type="aff" rid="A1">1</xref>
        </contrib>
        <contrib contrib-type="author" corresp="no">
          <name name-style="western">
            <surname>Elizondo</surname>
            <given-names>David</given-names>
          </name>
          <uri content-type="orcid">https://orcid.org/0000-0002-7398-5870</uri>
          <xref ref-type="aff" rid="A2">2</xref>
        </contrib>
        <contrib contrib-type="author" corresp="no">
          <name name-style="western">
            <surname>Romero</surname>
            <given-names>Francisco P.</given-names>
          </name>
          <uri content-type="orcid">https://orcid.org/0000-0002-6993-2434</uri>
          <xref ref-type="aff" rid="A1">1</xref>
        </contrib>
        <contrib contrib-type="author" corresp="no">
          <name name-style="western">
            <surname>Olivas</surname>
            <given-names>Jose A.</given-names>
          </name>
          <uri content-type="orcid">https://orcid.org/0000-0003-4172-4729</uri>
          <xref ref-type="aff" rid="A1">1</xref>
        </contrib>
      </contrib-group>
      <aff id="A1">
        <label>1</label>
        <addr-line content-type="verbatim">University of Castilla-La Mancha, Ciudad Real, Spain</addr-line>
        <institution>University of Castilla-La Mancha</institution>
        <addr-line content-type="city">Ciudad Real</addr-line>
        <country>Spain</country>
      </aff>
      <aff id="A2">
        <label>2</label>
        <addr-line content-type="verbatim">De Montfort University, Leicester, United Kingdom</addr-line>
        <institution>De Montfort University</institution>
        <addr-line content-type="city">Leicester</addr-line>
        <country>United Kingdom</country>
      </aff>
      <author-notes>
        <fn fn-type="corresp">
          <p>Corresponding author: Jesus Serrano-Guerrero (<email xlink:type="simple">jesus.serrano@uclm.es</email>).</p>
        </fn>
        <fn fn-type="edited-by">
          <p>Academic editor: </p>
        </fn>
      </author-notes>
      <pub-date pub-type="collection">
        <year>2024</year>
      </pub-date>
      <pub-date pub-type="epub">
        <day>28</day>
        <month>01</month>
        <year>2024</year>
      </pub-date>
      <volume>30</volume>
      <issue>1</issue>
      <fpage>3</fpage>
      <lpage>24</lpage>
      <uri content-type="arpha" xlink:href="http://openbiodiv.net/983902F5-5B07-53F6-8A8F-3A23487A9C7B">983902F5-5B07-53F6-8A8F-3A23487A9C7B</uri>
      <history>
        <date date-type="received">
          <day>26</day>
          <month>03</month>
          <year>2023</year>
        </date>
        <date date-type="accepted">
          <day>12</day>
          <month>09</month>
          <year>2023</year>
        </date>
      </history>
      <permissions>
        <copyright-statement>Bashar Alshouha, Jesus Serrano-Guerrero, David Elizondo, Francisco P. Romero, Jose A. Olivas</copyright-statement>
        <license license-type="creative-commons-attribution" xlink:href="https://creativecommons.org/licenses/by-nd/4.0/" xlink:type="simple">
          <license-p>This is an open access article distributed under the terms of the Creative Commons Attribution License (CC BY-ND 4.0). This license allows reusers to copy and distribute the material in any medium or format in unadapted form only, and only so long as attribution is given to the creator. The license allows for commercial use.</license-p>
        </license>
      </permissions>
      <abstract>
        <label>Abstract</label>
        <p>The capability of offering patient-centered healthcare services involves knowing the consumer needs. Many of these needs can be conveyed through opinions about services that can be found on social networks. The consumers/patients can express their complains, satisfaction, frustration, etc. in terms of feelings and emotions toward those services; for that reason, it is pivotal to accurately detect them. There are many recent techniques to detect sentiments or emotions, but one of the most promising is transfer learning. This allows adapting a model originally trained for a task to a different one by fine-tuning. Following this idea, the primary objective of this research is to study whether several pre-trained language models can be adapted to a task such as patient emotion detection in an efficient manner. For this purpose, seven clinical and biomedical pre-trained models and four domain-general models have been adapted to detect multiple emotions. These models have been tuned using a dataset consisting of real patient opinions which convey several emotions per opinion. The experiments carried out state the domain-specific pre-trained models outperform the domain-general ones. Particularly, Clinical-Longformer obtained the best scores, 98.18% and 95.82% in terms of accuracy and F1-score, respectively. Analyzing the patient feedback available on social networks may provide valuable knowledge about consumer sentiments and emotions, especially for healthcare managers. This information can be very interesting for purposes such as assessing the quality of healthcare services or designing patient-centered services.</p>
      </abstract>
      <funding-group>
        <award-group>
          <funding-source>
            <named-content content-type="funder_name">Agencia Estatal de Investigación</named-content>
            <named-content content-type="funder_identifier">501100011033</named-content>
            <named-content content-type="funder_doi">http://doi.org/10.13039/501100011033</named-content>
          </funding-source>
        </award-group>
      </funding-group>
    </article-meta>
  </front>
</article>
