CAJ | 학술논문

大数据环境下的网络口碑危机不同于企业其他危机，危机信号起源于外部海量在线评论信息。针对目前企业网络口碑危机的不可控性，在分析网络口碑特点与负面网络口碑危害性的基础上，提出了基于在线评论挖掘的口碑危机预警模型，并从模型框架、功能、模块设计等方面进行了探索。基于大数据处理引擎MapReduce构建在线评论特征属性挖掘模块，并在此基础上运用情感词模糊隶属函数计算在线评论的情感倾向，以判断网络口碑现状与走势，运用智能信息处理方法进行口碑危机的评估诊断，实现企业网络口碑危机智能化预警功能。
대수거배경하적망락구비위궤불동우기업기타위궤，위궤신호기원우외부해량재선평론신식。침대목전기업망락구비위궤적불가공성，재분석망락구비특점여부면망락구비위해성적기출상，제출료기우재선평론알굴적구비위궤예경모형，병종모형광가、공능、모괴설계등방면진행료탐색。기우대수거처리인경MapReduce구건재선평론특정속성알굴모괴，병재차기출상운용정감사모호대속함수계산재선평론적정감경향，이판단망락구비현상여주세，운용지능신식처리방법진행구비위궤적평고진단，실현기업망락구비위궤지능화예경공능。
Internet Word of Mouth ( IWOM) crisis under big data environment was different from other corporate crises. The signal of cri-sis originated from the external information of vast online reviews. In view of the uncontrollability of the present corporate IWOM crisis, based on the analysis of the characteristics of IWOM and the dangers of negative IWOM, this paper proposed a reputation crisis early warn-ing model based on online reviews mining. And the paper researched into the early warning model from the model framework, function, and module design etc. , constructed online reviews mining module based on the big data processing engine MapReduce. The fuzzy mem-bership function was then used to calculate the emotional tendencies of online reviews on the basis of this module to identify the present sit-uation and the trend of IWOM. Using intelligent information processing method to evaluate and diagnose IWOM crisis, the model realized the function of enterprise IWOM crisis intelligent early warning.