采用信息感知有用性指标度量网络社区客户抱怨影响力方法研究 |
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引用本文: | 何建民,谢芳.采用信息感知有用性指标度量网络社区客户抱怨影响力方法研究[J].科技和产业,2013(2):91-95. |
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作者姓名: | 何建民 谢芳 |
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作者单位: | 合肥工业大学 管理学院;过程优化与智能决策教育部重点实验室, 合肥 230009;合肥工业大学 管理学院, 合肥 230009 |
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摘 要: | 客户在网上的抱怨具有多样性、匿名性和复杂性,给消费者科学利用网上抱怨信息进行决策带来困难。本文以网络社区在线抱怨信息为研究对象,运用证据推理方法,通过检测消费者感知在线客户抱怨信息有用性相关指标,构建网上抱怨信息有用性及其影响力关系模型,形成网络社区客户抱怨影响力度量方法,为企业和消费者利用网上抱怨信息进行决策提供支持。
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关 键 词: | 网上客户抱怨 抱怨影响力度量 感知信息有用性 证据推理 |
Study on the Influence of Customer Complaints in the Network Community by Using the Information Perceived Usefulness Indices |
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Abstract: | The diversity, anonymity and complexity of online customer complaints bring difficulties to consumers with online complaint information scientifically. This paper takes the online complain information of the network community as a research issue. And by employing evidence theory and testing the perceptions of consumers online complaint information usefulness, it constructs an evaluation model of the online complaint influence, forms a measurement method of online complaint influence. Its aim is to help consumers decide effectively on the Internet with online complaint information. |
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Keywords: | online customer complaints influence measure of complaints perception information usefulness evidence theory |
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