{"title":"快递企业评价系统中客户反馈的情感分析","authors":"Qi Wang, Shan Lu, J. Lin, Congyu Wang, Hong Fan","doi":"10.18282/l-e.v9i3.1574","DOIUrl":null,"url":null,"abstract":"Concomitant with rapid growth in recent years of Chinese e-commerce, an express delivery enterprise has developed and customer demand for express delivery services has increased. However, the Chinese express delivery industry has challenges such as low employee education level, sparse information availability, and high customer complaint rate. Big data technology provides a means for extracting customer opinions and studying customer behavior to realize greater overall customer satisfaction. In this study, the Chinese express delivery companies STO Express, YTO Express, ZTO Express, and YUNDA were selected as representatives and corresponding customer complaint information from the State Post Bureau analyzed. Sentiment analysis results indicate that companies can employ service decisions and develop measures to improve customer satisfaction and loyalty.","PeriodicalId":48152,"journal":{"name":"Academy of Management Learning & Education","volume":"93 1","pages":""},"PeriodicalIF":4.8000,"publicationDate":"2020-12-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"1","resultStr":"{\"title\":\"Sentiment Analysis for the Customer Feedback in the Express Delivery Enterprise Evaluation System\",\"authors\":\"Qi Wang, Shan Lu, J. Lin, Congyu Wang, Hong Fan\",\"doi\":\"10.18282/l-e.v9i3.1574\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Concomitant with rapid growth in recent years of Chinese e-commerce, an express delivery enterprise has developed and customer demand for express delivery services has increased. However, the Chinese express delivery industry has challenges such as low employee education level, sparse information availability, and high customer complaint rate. Big data technology provides a means for extracting customer opinions and studying customer behavior to realize greater overall customer satisfaction. In this study, the Chinese express delivery companies STO Express, YTO Express, ZTO Express, and YUNDA were selected as representatives and corresponding customer complaint information from the State Post Bureau analyzed. Sentiment analysis results indicate that companies can employ service decisions and develop measures to improve customer satisfaction and loyalty.\",\"PeriodicalId\":48152,\"journal\":{\"name\":\"Academy of Management Learning & Education\",\"volume\":\"93 1\",\"pages\":\"\"},\"PeriodicalIF\":4.8000,\"publicationDate\":\"2020-12-29\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"1\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Academy of Management Learning & Education\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://doi.org/10.18282/l-e.v9i3.1574\",\"RegionNum\":2,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"EDUCATION & EDUCATIONAL RESEARCH\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Academy of Management Learning & Education","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.18282/l-e.v9i3.1574","RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"EDUCATION & EDUCATIONAL RESEARCH","Score":null,"Total":0}
Sentiment Analysis for the Customer Feedback in the Express Delivery Enterprise Evaluation System
Concomitant with rapid growth in recent years of Chinese e-commerce, an express delivery enterprise has developed and customer demand for express delivery services has increased. However, the Chinese express delivery industry has challenges such as low employee education level, sparse information availability, and high customer complaint rate. Big data technology provides a means for extracting customer opinions and studying customer behavior to realize greater overall customer satisfaction. In this study, the Chinese express delivery companies STO Express, YTO Express, ZTO Express, and YUNDA were selected as representatives and corresponding customer complaint information from the State Post Bureau analyzed. Sentiment analysis results indicate that companies can employ service decisions and develop measures to improve customer satisfaction and loyalty.
期刊介绍:
AMLE’s mission is to contribute to management learning and education by publishing theory, empirical research, reviews, critiques, and resources that address the processes of management teaching and the learning that results from it. Additionally, AMLE publishes work that addresses important issues in the institutional environment and administration of business schools and their stakeholders. The journal’s emphasis is on the study of management learning and education in all types of settings—schools and universities as well as businesses and public and non-profit organizations. AMLE is quarterly in March, June, September, and December.