互联网和信息技术的发展,为客户在线分享他人的购物经历提供了新机会.在线客户评论(OCR)对消费者的购买决策和企业的声誉管理都有着十分重要的价值,然而,如何聚合利用OCR是个很大的挑战.论文引入Kano模型、全信息理论和离散事件系统理论,从需求、序化和中心化的三维视角,探讨性地研究OCR的加工问题,并提出了OCR的加工模型.进一步地,对OCR三维加工模型的形式化进行了研究.实例分析证明,电子商务网站现有的OCR加工方式只能满足用户的基本需求,必须改进加工方式以提高用户满意度.本文所提出的模型能为进一步改进OCR加工方式提供很好的可行思路和方法.%The development of Internet and information technology provides customers with a new opportunity to sharetheir shopping experience online. Online customer reviews (OCR) have a significant value on purchasing decisions and corporate reputation management. However, how to aggregate and utilize OCR is a big challenge. This paper explores the OCR processing and proposes an OCR processing model by introducing Kano model, comprehensive information theory and discrete event systems from three-dimensional perspectives of demanding, ordering and centralization. Moreover, we study on the formalization of the three-dimensional OCR processing model. Case analysis shows that the existing OCR processing methods by e-business websites can only meet the basic needs of users, processing methods must be improved to improve customers' s-atisfaction. The processing model proposed in this paper can provide practical ideas and methods for further improvement.
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