基于顾客在线评论的服务要素优化配置方法
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摘要
服务方案设计是服务设计中的重要环节,其核心内容即服务要素的优化配置,如何利用顾客在线评论支持或辅助服务型企业有效地进行服务要素的优化配置是一个值得关注的重要研究课题。由此提出一种基于顾客在线评论的服务要素优化配置方法。在该方法中,首先爬取顾客在线评论信息并进行预处理;其次,基于顾客在线评论信息确定服务项、服务要素及服务项权重;然后,对顾客在线评论进行情感分析并计算顾客针对服务要素的情感强度;进一步通过建立和求解优化模型来确定服务要素配置方案。最后,以某温泉度假景区的温泉服务设计为例,说明了所提方法的可行性与有效性。
Service alternative design is a key link of service design,its core content is optimization configuration of service elements.To utilize customer online reviews to support or assist service enterprises in effective optimization configuration of service elements,a optimization configuration method for service elements based on customer online reviews was proposed.In this method,the customer online reviews were crawled and preprocessed.The service items,service elements and weights of service items were determined based on customer online reviews.Furthermore,sentiment analysis on customer online reviews was conducted and customers'emotional intensity towards each service element was calculated.Moreover,the optimal service elements configuration alternative was determined by establishing and solving the optimization model.An example for the hot spring service design in a hot spring resort was used to illustrate the feasibility and validity of the proposed method.
Service alternative design is a key link of service design,its core content is optimization configuration of service elements.To utilize customer online reviews to support or assist service enterprises in effective optimization configuration of service elements,a optimization configuration method for service elements based on customer online reviews was proposed.In this method,the customer online reviews were crawled and preprocessed.The service items,service elements and weights of service items were determined based on customer online reviews.Furthermore,sentiment analysis on customer online reviews was conducted and customers'emotional intensity towards each service element was calculated.Moreover,the optimal service elements configuration alternative was determined by establishing and solving the optimization model.An example for the hot spring service design in a hot spring resort was used to illustrate the feasibility and validity of the proposed method.
引文
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[22]KANG Y,ZHOU L.RubE:rule-based methods for extracting product features from online consumer reviews[J].Information&Management,2017,54(2):166-176.
[23]ZHANG H,SEKHARI A,OUZROUT Y,et al.Jointly identifying opinion mining elements and fuzzy measurement of opinion intensity to analyze product features[J].Engineering Applications of Artificial Intelligence,2016,47(1):122-139.
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[25]KANGALE A,KUMAR S K,NAEEM M A,et al.Mining consumer reviews to generate ratings of different product attributes while producing feature-based review-summary[J].International Journal of Systems Science,2016,47(13):3272-3286.
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[27]LIU Qun,LI Sujian.Vocabulary semantic similarity calculation based on HowNet[J].Chinese Computational Linguistics,2002,7(2):59-76(in Chinese).[刘群,李素建.基于知网的词汇语义相似度的计算[J].中文计算语言学,2002,7(2):59-76.]
[28]LIANG Xia,JIANG Yanping,GAO Meng.Product selection methods based on online reviews[J].Journal of Northeastern University:Natural Science,2017,38(1):143-147(in Chinese).[梁霞,姜艳萍,高梦.基于在线评论的产品选择方法[J].东北大学学报:自然科学版,2017,38(1):143-147.]
[29]QIU G,LIU B,BU J,et al.Opinion word expansion and target extraction through double propagation[J].Computational Linguistics,2011,37(1):9-27.
[30]KAR A,MANDAL D P.Finding opinion strength using fuzzy logic on web reviews[J].International Journal of Engineering and Industries,2011,2(1):37-43.
[31]SHI Xiaojing,LIANG Xun,SUN Xiaolei.Rater utility mechanism research based on online rating and comment[J].Chinese Journal of Management Science,2016,24(5):149-157(in Chinese).[施晓菁,梁循,孙晓蕾.基于在线评级和评论的评价者效用机制研究[J].中国管理科学,2016,24(5):149-157.]
[2]CHEN Jue.Service product design[M].Shenyang:Liaoning Science and Technology Press,2003(in Chinese).[陈觉.服务产品设计[M].沈阳:辽宁科学技术出版社,2003.]
[3]RICHARD M D,ALLAWAY A W.Service quality attributes and choice behaviour[J].Journal of Services Marketing,1993,7(1):59-68.
[4]CRONIN JR J J,BRADY M K,HULT G T M.Assessing the effects of quality,value,and customer satisfaction on consumer behavioral intentions in service environments[J].Journal of Retailing,2000,76(2):193-218.
[5]COHEN M C.Big data and service operations[J].Production&Operations Management,2018,27(9):1709-1723.
[6]VERMA R,THOMPSON G M,LOUVIERE J J.Configuring service operations in accordance with customer needs and preferences[J].Journal of Service Research,1999,1(3):262-274.
[7]XU Hao,FAN Zhiping,LIU Yang.Method for determining service attributes portfolio alternative in service design[J].Journal of Management Science,2011,24(1):56-62(in Chinese).[徐皓,樊治平,刘洋.服务设计中确定服务要素组合方案的方法[J].管理科学,2011,24(1):56-62.]
[8]LIMA R M,SILVA J M D,HATTUM-JANSSEN N V,et al.Project-based learning course design:a service design approach[J].International Journal of Service and Operations Management,2012(11):292-313.
[9]ZHANG Chongyang,FAN Zhiping,XU Hao,et al.Optimization configuration of service element in service design[J].Computer Integrated Manufacturing Systems,2015,21(11):3063-3071(in Chinese).[张重阳,樊治平,徐皓,等.服务方案设计中的服务要素优化配置[J].计算机集成制造系统,2015,21(11):3063-3071.]
[10]YU Chao,ZHANG Chongyang,FAN Zhiping.Optimized configuration of service elements considering customer-perceived utility[J].Chinese Journal of Management,2015,12(5):744-749(in Chinese).[于超,张重阳,樊治平.考虑顾客感知效用的服务要素优化配置方法[J].管理学报,2015,12(5):744-749.]
[11]WITTERN E,ZIRPINS C.Service feature modeling:modeling and participatory ranking of service design alternatives[J].Software&Systems Modeling,2016,15(2):553-578.
[12]ZHOU F,JIAO R J,LINSEY J S.Latent customer needs elicitation by use case analogical reasoning from sentiment analysis of online product reviews[J].Journal of Mechanical Design,2015,137(7):071401-1-071401-12.
[13]QI J,ZHANG Z,JEON S,et al.Mining customer requirements from online reviews:aproduct improvement perspective[J].Information&Management,2016,53(8):951-963.
[14]JONES I A,KIM K Y.Systematic service product requirement analysis with online customer review data[J].Journal of Integrated Design&Process Science,2016,19(2):25-48.
[15]MANKAD S,HANK H,GOH J,et al.Understanding online hotel reviews through automated text analysis[J].Service Science,2016,8(2):124-138.
[16]MIGUIS V L,NVOA H.Exploring online travel reviews using data analytics:an exploratory study[J].Service Science,2017,9(4):315-323.
[17]CHANG Y C,KU C H,CHEN C H.Social media analytics:extracting and visualizing Hilton hotel ratings and reviews from TripAdvisor[EB/OL].[2018-01-05].https://doi.org/10.1016/j.ijinfomgt.2017.11.001.
[18]WEI X,LUO X,LI Q,et al.Online comment-based hotel quality automatic assessment using improved fuzzy comprehensive evaluation and fuzzy cognitive map[J].IEEE Transactions on Fuzzy Systems,2015,23(1):72-84.
[19]GUO Y,BARNES S J,JIA Q.Mining meaning from online ratings and reviews:tourist satisfaction analysis using latent Dirichlet allocation[J].Tourism Management,2017,59:467-483.
[20]GAO S,TANG O,WANG H,et al.Identifying competitors through comparative relation mining of online reviews in the restaurant industry[J].International Journal of Hospitality Management,2018,71:19-32.
[21]RODRGUEZ-DAZ M,ESPINO-RODRGUEZ T F.Amethodology for a comparative analysis of the lodging offer of tourism destinations based on online customer reviews[J].Journal of Destination Marketing&Management,2018,8:147-160.
[22]KANG Y,ZHOU L.RubE:rule-based methods for extracting product features from online consumer reviews[J].Information&Management,2017,54(2):166-176.
[23]ZHANG H,SEKHARI A,OUZROUT Y,et al.Jointly identifying opinion mining elements and fuzzy measurement of opinion intensity to analyze product features[J].Engineering Applications of Artificial Intelligence,2016,47(1):122-139.
[24]SHAMS M,BARAANI-DASTJERDI A.Enriched LDA(ELDA):combination of latent Dirichlet allocation with word co-occurrence analysis for aspect extraction[J].Expert Systems with Applications,2017,80(1):136-146.
[25]KANGALE A,KUMAR S K,NAEEM M A,et al.Mining consumer reviews to generate ratings of different product attributes while producing feature-based review-summary[J].International Journal of Systems Science,2016,47(13):3272-3286.
[26]PENG Y,KOU G,LI J.A fuzzy PROMETHEE approach for mining customer reviews in Chinese[J].Arabian Journal for Science&Engineering,2014,39(6):5245-5252.
[27]LIU Qun,LI Sujian.Vocabulary semantic similarity calculation based on HowNet[J].Chinese Computational Linguistics,2002,7(2):59-76(in Chinese).[刘群,李素建.基于知网的词汇语义相似度的计算[J].中文计算语言学,2002,7(2):59-76.]
[28]LIANG Xia,JIANG Yanping,GAO Meng.Product selection methods based on online reviews[J].Journal of Northeastern University:Natural Science,2017,38(1):143-147(in Chinese).[梁霞,姜艳萍,高梦.基于在线评论的产品选择方法[J].东北大学学报:自然科学版,2017,38(1):143-147.]
[29]QIU G,LIU B,BU J,et al.Opinion word expansion and target extraction through double propagation[J].Computational Linguistics,2011,37(1):9-27.
[30]KAR A,MANDAL D P.Finding opinion strength using fuzzy logic on web reviews[J].International Journal of Engineering and Industries,2011,2(1):37-43.
[31]SHI Xiaojing,LIANG Xun,SUN Xiaolei.Rater utility mechanism research based on online rating and comment[J].Chinese Journal of Management Science,2016,24(5):149-157(in Chinese).[施晓菁,梁循,孙晓蕾.基于在线评级和评论的评价者效用机制研究[J].中国管理科学,2016,24(5):149-157.]
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