本文選題：web2.0 + 旅游企業(yè)��； 參考：《合肥工業(yè)大學(xué)》2013年碩士論文

【摘要】：近年來，隨著旅游業(yè)的快速發(fā)展，旅游產(chǎn)業(yè)已經(jīng)成為我國的支柱性產(chǎn)業(yè)之一。在我國產(chǎn)業(yè)結(jié)構(gòu)中的地位也越來越重要。因此加強對旅游業(yè)智能化的研究顯得尤為重要。此外，隨著客戶規(guī)模的不斷壯大，游客對旅游產(chǎn)品或服務(wù)偏好的多樣化和個性化，使得對于旅游企業(yè)的客戶定向性信息分析的需求也逐漸變強。如果一家旅游企業(yè)希望在最短的時間內(nèi)為客戶提供盡量優(yōu)質(zhì)的旅游產(chǎn)品或服務(wù)，那么就需要對客戶在產(chǎn)品和服務(wù)等方面定向性信息做進一步研究。 本文針對旅游信息的不確定性和多樣性等特征，以web2.0為核心的社交媒體（Social Media）作為研究平臺，以客戶發(fā)表的關(guān)于產(chǎn)品和服務(wù)的信息為研究對象，從海量的用戶生成內(nèi)容（User-generated Content，UGC）中抽取大量對企業(yè)具有重要價值的信息，為旅游企業(yè)的客戶定向性信息分析提供了豐富的原料庫。文中的具體研究內(nèi)容主要圍繞以下幾個展開： (1)根據(jù)web內(nèi)容的特點，在前人研究的基礎(chǔ)上，提煉面向旅游企業(yè)的客戶定向性信息分析的體系結(jié)構(gòu)，并在這個體系結(jié)構(gòu)的基礎(chǔ)之上，劃分出面向旅游企業(yè)的客戶定向性信息分析系統(tǒng)的功能模型，以促進旅游企業(yè)積極改善和創(chuàng)新符合大眾需求的旅游產(chǎn)品或服務(wù)。 (2)以某個特定的旅游產(chǎn)品或服務(wù)為研究對象，以該旅游產(chǎn)品或服務(wù)的特征抽取為研究目標(biāo)，結(jié)合web2.0環(huán)境下客戶對旅游產(chǎn)品和服務(wù)的偏好信息，研究基于旅游行業(yè)本體知識庫的產(chǎn)品特征提取，提出句型匹配模式的產(chǎn)品或服務(wù)特征提取的方法。 (3)結(jié)合客戶發(fā)表于互聯(lián)網(wǎng)上的信息，運用結(jié)構(gòu)分析和概念模型方法，構(gòu)建面向旅游企業(yè)的客戶定向性信息分析的情感模型，，并在此模型的基礎(chǔ)上，對模型的各要素信息進行抽取，并計算情感強度，最終實現(xiàn)面向旅游企業(yè)的客戶定向性信息分析。 最后，對上述技術(shù)和方法進行可行性驗證，結(jié)合面向旅游企業(yè)的客戶定向性信息分析體系結(jié)構(gòu)，設(shè)計并開發(fā)面向旅游企業(yè)的客戶定向性信息分析原型系統(tǒng)，基本實現(xiàn)了系統(tǒng)的大部分主要功能，同時給出系統(tǒng)運行效果圖，從而驗證了本文提出方法的有效性。
[Abstract]:In recent years, with the rapid development of tourism, tourism industry has become one of the pillar industries in China. The position in our country industrial structure also becomes more and more important. Therefore, it is particularly important to strengthen the research on intelligent tourism. In addition, with the growing scale of customers, tourists' preference for tourism products or services is diversified and individualized, which makes the demand for customer-oriented information analysis of tourism enterprises become stronger and stronger. If a tourism enterprise wants to provide customers with as high quality tourism products or services as possible in the shortest time, it needs to further study the orientation information of customers in products and services. In view of the uncertainty and diversity of tourism information, this paper takes web2.0 as the core social media as the research platform, and takes the information about products and services published by customers as the research object. A large amount of information which is of great value to enterprises is extracted from massive user-generated content (UGCC), which provides a rich raw material base for the analysis of customer-oriented information of tourism enterprises. The specific research contents in this paper mainly focus on the following: 1) according to the characteristics of web content, on the basis of previous studies, the paper abstracts the architecture of customer-oriented information analysis for tourism enterprises, and based on this architecture, The functional model of the customer-oriented information analysis system for tourism enterprises is divided to promote tourism enterprises to actively improve and innovate tourism products or services that meet the needs of the public. (2) taking a particular tourism product or service as the research object, taking the feature extraction of the tourism product or service as the research goal, and combining the customer preference information of the tourism product and service under the web2.0 environment, Product feature extraction based on ontology knowledge base of tourism industry is studied, and a method of product or service feature extraction based on sentence pattern matching pattern is proposed. Based on the information published by customers on the Internet and the method of structure analysis and conceptual model, the emotional model of customer-oriented information analysis for tourism enterprises is constructed. The information of each element of the model is extracted, and the emotional intensity is calculated. Finally, the customer-oriented information analysis for tourism enterprises is realized. Finally, the feasibility of the above technologies and methods is verified, and a customer-oriented information analysis prototype system for tourism enterprises is designed and developed based on the architecture of customer-oriented information analysis for tourism enterprises. The main functions of the system are basically realized, and the running effect diagram of the system is given, which verifies the effectiveness of the proposed method.
【學(xué)位授予單位】：合肥工業(yè)大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F592.6;G353.1

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