CAJ | 학술논문

如何构建基于社交网络平台舆情挖掘的客户抱怨监控系统，从而实施有效的客户抱怨管理，已经成为网络时代背景下企业客户关系管理面对的重要问题。以国内某电网公司为例，将用户对供电服务的微博抱怨评论作为研究对象，采用文本挖掘技术和行为动力学分析相结合的方法，构建了一个新的客户抱怨监控系统。研究表明，开发一个有效客户抱怨监控系统的关键在于如何从空间和时间两个维度实时监控用户抱怨行为动力学特征，从而具备特定对象监控与服务能力，这将为供电企业主动识别不同地区不同类型客户的抱怨关注点、制定有针对性的客户服务改进方案提供技术保障。
여하구건기우사교망락평태여정알굴적객호포원감공계통，종이실시유효적객호포원관리，이경성위망락시대배경하기업객호관계관리면대적중요문제。이국내모전망공사위례，장용호대공전복무적미박포원평론작위연구대상，채용문본알굴기술화행위동역학분석상결합적방법，구건료일개신적객호포원감공계통。연구표명，개발일개유효객호포원감공계통적관건재우여하종공간화시간량개유도실시감공용호포원행위동역학특정，종이구비특정대상감공여복무능력，저장위공전기업주동식별불동지구불동류형객호적포원관주점、제정유침대성적객호복무개진방안제공기술보장。
How to build a customer complaint monitor system based on opinion mining over social network platform has be?come a key issue for firms to improve the effectiveness of customer complaint management in the internet era. Taking a domestic power grid company as an example,using the method of text mining and behavior dynamics analysis,a new customer complaint monitor system is established. The research results show that the key challenge for developing an effective customer complaint monitor system is to monitor the characteristics of customer complaint behaviors in space and time dimensions in real time. The system has the ability to monitor some specific target,providing a technical support for firms to identify customer complaints in different areas and implement a better customer service program.