Research on the measure method of complaint theme influence on online social network

被引：13
|
作者：
He, Jianmin [1 ,2 ]
Hu, Mengna [1 ]
Shi, Mingguang [3 ]
Liu, Yezheng [1 ,2 ]
机构：
[1] Hefei Univ Technol, Sch Management, Hefei 230009, Peoples R China
[2] Minist Educ, Key Lab Proc Optimizat & Intelligent Decis Making, Hefei 230009, Peoples R China
[3] Hefei Univ Technol, Sch Elect Engn & Automat, Hefei 230009, Peoples R China
来源：
EXPERT SYSTEMS WITH APPLICATIONS | 2014年 / 41卷 / 13期
基金：
美国国家科学基金会;
关键词：
Online social network; Complaint theme; Entropy model; Influence measure; REVIEWS;
D O I：
10.1016/j.eswa.2014.03.018
中图分类号：
TP18 [人工智能理论];
学科分类号：
081104 ; 0812 ; 0835 ; 1405 ;
摘要：
Consumer complaints on online social network quickly become online groups complaints through many people's aggregation and looking on, interaction and word-of-mouth communication. Therefore, assessing and managing online complain influence has become a new problem for enterprise to listen to and manage online group complaints. This paper analyzed the complaint information feature of consumer group on online social network, from three-dimensional perspective of complaint text's quality, transmission timeliness and user interaction degree. We built the influence measure model of online complaint theme based on entropy weight model by monitoring and analyzing real-time the static and dynamic properties of complaint information, explored the measure method of complaint theme influence, employed empirical method to verify the validity and provided scientific decision-making tools and methods for enterprise listening to and managing online group complains. (C) 2014 Elsevier Ltd. All rights reserved.
引用
收藏
页码：6039 / 6046
页数：8
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