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ANALYSING CUSTOMER ENGAGEMENT ON SOCIAL NETWORK PLATFORMS DEVOTED TO TOURISM AND HOSPITALITY
Ricardo Godinho Bilro,Sandra Maria Correia Loureiro,Jo?o Guerreiro 글로벌지식마케팅경영학회 2018 Global Marketing Conference Vol.2018 No.07
Customers’ opinions on social network platforms are known to influence peer behaviour (Bai, 2011; Eirinaki, Pisal, & Singh, 2012). Customers are also known to be more engaged in sharing their experiences by writing online reviews and recommendations that may be useful to others (Cantallops & Salvi, 2014; Tang & Guo, 2015; Xu & Li, 2016). Actually, user-generated content (UGC) on social network platforms has emerged as an important source for understanding and managing consumers’ expectations, particularly using automated and semi-automated knowledge extraction techniques from text such as text mining and sentiment analysis (Zhang, Zeng, Li, Wang, & Zuo, 2009). This research analyses dimensions of online customer engagement and associated concepts in customers’ reviews through (i) a global sentiment analysis using positive, neutral and negative sentiments and (ii) a topic-sentiment analysis to capture latent topics in online reviews. Furthermore, it examines what influences customers to contribute their online reviews, beyond the features of each focal company or brand. The research methodology is based on a text mining approach, using the MeaningCloud tool. The study focuses on Yelp.com reviews and includes a random sample of 15,000 unique reviews of restaurants, hotels and nightlife entertainment in eleven cities in the USA. An innovative customer engagement dictionary is created, based on previously validated scales using known dimensions of engagement, experience, emotions and brand advocacy, and extended using WordNet 2.1 lexical database. The research findings reveal a high impact of the engagement cognitive processing dimension and hedonic experience on customers’ review endeavour. The study results further indicate that customers seem to be more engaged in positively advocating a company/brand than the contrary. The findings will help social network managers to reinforce their platforms.
Control and Reorganization of Heterogeneous Vehicle Platoons after Vehicle Exits and Entrances
Daniel Almeida Godinho,Armando Alves Neto,Leonardo Amaral Mozelli,Fernando de Oliveira Souza 제어·로봇·시스템학회 2022 International Journal of Control, Automation, and Vol.20 No.8
Platoons are efficient solutions to improve road transportation, traffic throughput, and other demands. But problems such as environmental disturbances, network imperfections, and unaware surrounding vehicles increase the necessity for resilient methods that ensure stability and connectivity among the platoon members. Hence, in this paper, we study the problem of decentralized control for platoons of heterogeneous vehicles under a limited communication range with a constant spacing policy. The goals are to guarantee inter-vehicle distances in steady-state, and resourcefulness to overcome entrances and exits of vehicles. Our main result is a resilient strategy, composed of a reconfiguration protocol and some simple rules for tuning the control law, based on local information about the relative connectivity to neighbors. It guarantees, in a decentralized manner, the automatic reorganization of the platoon under the entry and exit of agents. We conclude by illustrating our approach with simulated experiments on platoons with different numbers of vehicles, and by comparing it with the current state-of-the-art.