航班延误突发性群体事件疏导:基于改进的情绪感染模型  

Evacuation of Unexpected Mass Incidents Caused by Flight Delays: Based on an Improved Emotional Contagion Model

作　　者：朱志国[1,2] 周雨禾 ZHU Zhi-guo;ZHOU Yu-he(School of Management Science and Engineering,Dongbei University of Finance and Economics,Dalian 116025,China;System Engineering Institute,Dalian University of Technology,Dalian 116024,China)

机构地区：[1]东北财经大学管理科学与工程学院,辽宁大连116025 [2]大连理工大学管理与经济学部,辽宁大连116024

出　　处：《系统工程》2018年第5期79-84,共6页Systems Engineering

基　　金：国家自然科学基金面上项目(71672023);教育部人文社会科学研究规划项目(16YJAZH083)

摘　　要：在国内航空运输业迅猛发展的背景下,由于航班延误引起的投诉、旅客滞留等屡见不鲜。如何有效引导和控制此类事件,更好的协调空民关系,已经成为群体性突发事件理论研究与实践的热点问题。为此,本文对比考虑了旅客人群密度的情绪不稳定性、以及外界影响对个体情绪的改变,分别仿真模拟了旅客的情绪状态变化,为如何应对群体性事件提出解决方案。实验结果显示:本文提出的改进情绪感染模型中,由于考虑到群体规模的不稳定性和航空公司处理时效影响,因而,取得的研究成果能够有效控制航班延误事件中的旅客消极情绪的恶化,从而降低群体性突发事件发生的可能性,为航空运输业提升服务质量、改善客户关系提供有效的方法与决策。Under the background of rapid development of transportation industry,unexpected mass incident caused by flight delays are frequently cropping up in China.How to effectively guide and control such events and coordinate the relationship between people and air transport has become a hot issue both in theory and practice.This paper focuses on unexpected mass incidents caused by flight delays and adds the group stability of other people to emotion state model which considered individual's changes of emotion by speed of handling the problem.The results show that the improved method,taking into account of the stability of group size and the effectiveness of airline service which can effectively control negative emotions and reduce the possibility of unexpected mass incidents in the air transport industry.This research will introduce a constructive method and suppose on increasing the quality of service in air transport industry and improving customer relationship.

关 键 词：情绪感染模型 群体性事件 仿真模拟 航班延误 

分 类 号：N945[自然科学总论—系统科学]