Research on the measure method of complaint theme influence on online social network |
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| Affiliation: | 1. School of Management, Hefei University of Technology, Hefei 230009, PR China;2. Key Laboratory of Process Optimization and Intelligent Decision-making, Ministry of Education, Hefei 230009, PR China;3. School of Electric Engineering and Automation, Hefei University of Technology, Hefei 230009, PR China;1. Faculty of Electronic Engineering, University of Ni?, Aleksandra Medvedeva 14, Ni?, Serbia;2. Faculty of Mechanical Engineering, University of Ni?, Aleksandra Medvedeva 14, Ni?, Serbia;1. Department of Electrical Engineering, Sarvestan Branch, Islamic Azad University, Sarvestan, Iran;2. School of Electrical and Computer Engineering, Shiraz University, Shiraz, Iran;3. American University of Sharjah, Sharjah, United Arab Emirates;1. Department of Electrical Engineering, Faculty of Engineering, Universiti Malaya, Lembah Pantai, 50603 Kuala Lumpur, Malaysia;2. Odette School of Business, University of Windsor, 401 Sunset Ave, Windsor, ON N9B 3P4, Canada;1. Grup de Recerca en Sistemes Intel·ligents, Ramon Llull University, Quatre Camins 2, 08022 Barcelona, Spain;2. Grup de Recerca en Internet Technologies & Storage, Ramon Llull University, Quatre Camins 2, 08022 Barcelona, Spain;3. Departamento de Ingeniería Matemática e Informática, Universidad Pública de Navarra, Campus de Arrosadía, 31006 Pamplona, Spain |
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| Abstract: | 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. |
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| Keywords: | Online social network Complaint theme Entropy model Influence measure |
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