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NTIS 바로가기Journal of Korean Society of Industrial and Systems Engineering = 한국산업경영시스템학회지, v.41 no.3, 2018년, pp.129 - 137
안상현 (한국생산성본부) , 백동현 (한양대학교 경상대학 경영학부)
VOCs have been used as the most definitive resource to reflect customer feedback when developing products and services. However, due to the development of the Internet and the emergence of SNS, VOC is no longer the only channel that represents customer opinions. There are also a number of studies sh...
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핵심어 | 질문 | 논문에서 추출한 답변 |
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사회연결망 분석이란 무엇인가? | 사회연결망 분석은 개체들 간의 사회적 관계를 구조적으로 분석하여 내재된 관계를 파악하는 것을 말한다. 사회연결망 분석을 활용하면 다양한 사건 혹은 집단의 구성원들을 점으로 표현하고 이들 사의 관계를 선으로 나타내어 구성원 사이의 의사소통이나 구성원 간 영향을 미치는 정도를 정량화 하여 분석하는 것이 가능하다. | |
인터넷과 같은 다양한 매체의 발달은 VOC에 어떤 영향을 미쳤는가? | 그러나 인터넷과 같은 다양한 매체의 발달은 VOC가 더 이상 고객의 의견을 대표하는 채널로서의 기능을 떨어뜨렸다. 고객들은 제품이나 서비스에 대하여 말할 때, 공식적인 채널 보다는 다른 공간에서 말하고 있다. | |
웹 스크래핑의 자료가 제주관광신문고 보다 감성분석결과의 일치 비율이 낮은 것을 알 수 있는 이유는 무엇인가? | 마찬가지로 웹 스크래핑의 모듈성 분석과 감성 분석의 내용을 정리한 결과 두 분석에서 공통으로 도출된 단어는 ‘숙소’와 ‘버스’였다. 이를 통해 웹 스크래핑의 자료가 제주관광신문고 보다는 감성분석결과의 일치 비율이 낮은 것을 알 수 있다. |
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