通过社交媒体挖掘客户意见:从可持续性欺诈危机中得出的见解——大众汽车排放丑闻

IF 4.4 4区计算机科学 Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS

Enterprise Information Systems Pub Date : 2022-10-05 DOI:10.1080/17517575.2022.2130012

Juling Ding, Maowei Xu, Y. K. Tse, Kuo-Yi Lin, Minhao Zhang

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引用次数: 2

摘要

摘要社交媒体已成为促进公司与客户双向沟通的重要工具。本文使用29764条推文来调查可持续发展欺诈危机，即大众汽车排放丑闻。我们提供了一个推文分析框架，包括三种方法：聚类分析、情绪分析和时间序列分析。本文分两个阶段探讨公众对大众汽车排放丑闻的看法，揭示了典型的危机发展趋势、强烈的谴责和负面情绪以及公众的重大关切。本文可以为理解客户的意见如何变化提供重要见解，从而提高管理可持续性欺诈危机的有效性。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Customer opinions mining through social media: insights from sustainability fraud crisis - Volkswagen emissions scandal

ABSTRACT Social media has emerged as a vital tool to advance two-way communication between companies and customers. This paper uses 29,764 tweets to investigate a sustainability fraud crisis, the Volkswagen emissions scandal. We provide a Tweet Analytic Framework comprising three approaches: cluster analysis, sentiment analysis, and time series analysis. This paper explores public opinions regarding the Volkswagen emissions scandal in two stages and reveals the typical crisis development trend, the strong condemnation and negative sentiment, and significant public concerns. This paper can yield important insights for understanding how customers’ opinions change, thereby improving the effectiveness of managing sustainability fraud crises.

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来源期刊

Enterprise Information Systems 工程技术-计算机：信息系统

CiteScore

11.00

自引率

6.80%

发文量

审稿时长

6 months

期刊介绍： Enterprise Information Systems (EIS) focusses on both the technical and applications aspects of EIS technology, and the complex and cross-disciplinary problems of enterprise integration that arise in integrating extended enterprises in a contemporary global supply chain environment. Techniques developed in mathematical science, computer science, manufacturing engineering, and operations management used in the design or operation of EIS will also be considered.