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航空公司不良服务是引起顾客流失的重要原因之一,而网络社交媒体作为当今信息传播的主要工具,是航空顾客发表对航空公司服务评价的主场地,也是其流失意向的初始表露。同时,个体的负面评价还会影响新顾客的选择。基于网络社交媒体对航空公司顾客流失的风险进行识别能够帮助航空公司迅速定位流失顾客并进行补救。
Bad service of airlines is one of the important reasons causing customers to drain away. As the main tool of information dissemination, online social media is the main venue for aviation customers to evaluate airline service and the initial disclosure of their intention of losing. At the same time, the negative evaluation of individuals will also affect the choice of new customers. Identifying the risk of loss of airline customers based on online social media can help airlines quickly locate lost customers and remedy them.