【作者】 王文龙；

【导师】 蔡淑琴；

【作者基本信息】 华中科技大学 ， 管理科学与工程， 2016， 硕士

【摘要】 汽车领域在线负面口碑数据量巨大、分布广泛、传播速度极快,通过网络的传递,负面口碑很容易就会对企业产生严重的负面影响。传统负面口碑处理方法无法适应在线负面口碑新特点,企业过度参与反而会导致负面效果。因此,如何有效地处理在线负面口碑成为企业在新的环境中急需解决的新问题。本文立足于社会化媒体,以社会化媒体的用户创造内容为资源,设计有效的信息资源管理框架与表达模型,利用用户创造内容中的产品信息,协助企业解决抱怨者的负面口碑问题,提高社会化媒体使用者的黏性。社会化媒体之中抱怨者、被抱怨企业及消费者有各自的价值需求。用来作为解决在线负面口碑资源的用户创造内容在具备来源广泛、数量巨大及获取成本较低的特征同时存在非结构化、碎片化和价值稀疏的负面特征,需要系统具备相应的功能进行处理。本文应用语义网和本体理论、信息抽取技术、NoSQL存储技术设计了汽车领域在线负面口碑处理资源管理系统,包括负面口碑识别、资源处理、匹配三个子系统,在文中对每个子系统分别进行阐述,描述了用以作为在线负面口碑处理资源的用户创造内容的处理过程及其表达模型。以汽车之家论坛为示例,具体描述了系统的工作机制,对资源处理与匹配子系统进行了实现,验证了系统可行性。更多还原

【Abstract】 Negative word of mouth is huge amount of data online, widely distributed, spreading fast. For the car companies, negative word of mouth could easily have serious enterprise negative impact. Traditional processing methods cannot adapt to new features of the online negative word of mouth, companies involved in the excessive and could lead to negative effects. Thus, to establish a system for handling online negative word of mouth in automobile industry is particularly important.Based on the social media, using the user generated content as resources, this article designed effective information resource management framework and expression model, which using the product information in user generated content to help companies address the negative word of mouth issues of complainers, improve social media’s user stickiness.The complainers, businesses and consumers among the social media have their own demands. Used as resources to resolve negative word of mouth, user generated content is wide variety of sources, and accessed to a huge number of low cost, while unstructured, fragmented and sparse of value, the system needs to have the appropriate function for processing.This paper designed a resource management system based on theory of Semantic Web and ontology, Information Extraction and storage mode of NoSql, including three subsystems——the Negative Word of Mouth Recognition, Solution matching, Repository Management. And taking the forum of Autohome for example, this paper described functional structure and working mechanism of the system in detail, and implement repository management and solution matching subsystem to verify the feasibility of the system.更多还原