基于情感语义的服务质量测评研究  

Research on Service Quality Evaluation Based on Emotional Semantics

作　　者：任硕实 符琛 REN Shuo-shi;FU Chen(Hebei Vocational College of Political Science and Law,Shijiazhuang,Hebei 050061;Ningxia University,Yinchuan,Ningxia 750021)

机构地区：[1]河北政法职业学院,河北石家庄050061 [2]宁夏大学,宁夏银川750021

出　　处：《江苏商论》2022年第8期16-18,29,共4页Jiangsu Commercial Forum

基　　金：2021年度河北省社会科学发展研究课题:“基于情感语义分析服务质量测评研究”(课题编号:20210301102)。

摘　　要：在电子商务环境下,建立和维持长期客户关系的关键所在是如何获得客户的认可。在以往的质量评价体系理论研究中,存在着影响因素设置简单、体系差异大、难以形成一致结论等问题。将研究模型应用于实际服务质量评价中,大大降低了其参考意义和决策参考价值。因此,迫切需要建立一个有效的服务质量评价模型。而情感-体验、网络评论是表达顾客情感最直接的方式。In the e-commerce environment,the key to establishing and maintaining long-term customer relationships is how to gain customer approval.In the previous theoretical research on the quality evaluation system,there are problems such as simple setting of influencing factors,large differences in systems,and difficulty in forming consistent conclusions.Applying the research model to the actual service quality evaluation greatly reduces its reference significance and decision-making reference value.Therefore,it is urgent to establish an effective service quality evaluation model.Emotion-experience and online comments are the most direct ways to express customers’emotions.

关 键 词：网络点评 情感语义 服务测评 

分 类 号：F719[经济管理—产业经济]