【摘要】：[目的 /意義]通過挖掘電子商務(wù)平臺(tái)的在線負(fù)面評(píng)論信息,對(duì)網(wǎng)絡(luò)口碑危機(jī)進(jìn)行模糊預(yù)警計(jì)算和類型劃分,為企業(yè)實(shí)時(shí)監(jiān)控網(wǎng)絡(luò)口碑輿情,提高產(chǎn)品正面口碑傳播和規(guī)避口碑風(fēng)險(xiǎn)提供參考。[方法 /過程]以歐洲消費(fèi)者滿意度模型(ECSI)為基礎(chǔ),從感知質(zhì)量、感知價(jià)值、感知聲譽(yù)和感知期望4個(gè)屬性方面構(gòu)建負(fù)面評(píng)論網(wǎng)絡(luò)口碑危機(jī)模糊語料詞典,結(jié)合模糊綜合評(píng)判方法并改進(jìn)顧客滿意度的四分圖模型對(duì)網(wǎng)絡(luò)口碑危機(jī)預(yù)警進(jìn)行計(jì)算和分類。[結(jié)果 /結(jié)論]以美團(tuán)外賣在線評(píng)論為例進(jìn)行實(shí)證研究,提出的負(fù)面評(píng)論網(wǎng)絡(luò)口碑危機(jī)預(yù)警計(jì)算方法得到了較好的實(shí)驗(yàn)檢驗(yàn)效果,可為在線產(chǎn)品的網(wǎng)絡(luò)口碑危機(jī)預(yù)警提供信息決策。
[Abstract]:[objective / significance] through mining online negative comment information of electronic commerce platform, fuzzy early warning calculation and classification of network word-of-mouth crisis are carried out in order to monitor the public opinion of network word-of-mouth in real time for enterprises. Improve product positive word of mouth spread and circumvent word-of-mouth risk to provide reference. [method / process] based on European consumer satisfaction model (ECSI), a fuzzy corpus dictionary of negative comments on Web-word-of-mouth crisis was constructed from four attributes: perceived quality, perceived value, perceived reputation and perceived expectation. Combined with fuzzy comprehensive evaluation method and improved quadrilateral graph model of customer satisfaction, the early warning of network word-of-mouth crisis is calculated and classified. [results / conclusion] taking Meituan take-out online comment as an example, the method for calculating negative comments' online word-of-mouth crisis is proved to be effective. It can provide information decision-making for online word-of-mouth crisis warning.
【作者單位】： 吉林大學(xué)管理學(xué)院;長沙師范學(xué)院圖書館;
【基金】：國家科技支撐計(jì)劃子課題“專利信息為科研項(xiàng)目管理提供服務(wù)的模型方法”(項(xiàng)目編號(hào):2013BAH21B05)研究成果之一
【分類號(hào)】：G206

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