基於顧客評論觀點揭示組織調整策略和顧客體驗 優化：以 Covid-19 餐飲業為例;Leveraging Customer Reviews to Unveil Organizational Strategy Adjustments and Customer Experience Optimization: A Case Study of the COVID-19 Impact on the Restaurant

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題名:	基於顧客評論觀點揭示組織調整策略和顧客體驗優化：以 Covid-19 餐飲業為例;Leveraging Customer Reviews to Unveil Organizational Strategy Adjustments and Customer Experience Optimization: A Case Study of the COVID-19 Impact on the Restaurant
作者:	黃郁涵;Huang, Yu-Han
貢獻者:	資訊管理學系
關鍵詞:	黑天鵝理論;COVID-19;主題建模;情感分析;反脆弱性;Black Swan Theory;COVID-19;Topic Modeling;Sentiment Analysis;Antifragility
日期:	2024-07-02
上傳時間:	2024-10-09 16:47:50 (UTC+8)
出版者:	國立中央大學
摘要:	在當今網際網路和社交媒體興盛的時代，社群平台上的用戶生成內容，無論是正面或負面的評論，都對消費者的決策過程產生深遠影響。COVID-19 大流行作為一個典型的黑天鵝事件，不僅突顯了業者面臨的重大、不可預測的挑戰，同時也強調了解消費者的真實需求，以維持業務連續性和成長的迫切性。本研究將採用主題建模技術來分析消費者評論對於餐廳的關鍵方面，並運用基於方面的情感分析深入探討疫情不同階段對餐飲業帶來的挑戰和長期影響。研究中將消費者評論中的句子歸類到相應的方面和情感類別，並分析了餐廳實施的應急策略及資訊科技策略對消費者體驗的具體影響。透過詳細分析消費者評論，本研究旨在揭示 COVID-19 不同階段下消費者行為的長期變化，以及餐廳如何透過創新策略滿足這些不斷演變的需求。本研究展示了餐飲業在逆境中不僅能維持運營，還能發掘成長機會，展現出反脆弱性。研究結果不僅為餐飲業面對未來挑戰提供了策略指導，也強調了在逆境中尋求成長與進步的重要性，為業者未來遇到類似困境做好準備提供了寶貴的洞見。;In today′s era of booming internet and social media, user-generated content on social platforms, whether positive or negative, has a profound impact on consumer decision-making processes. COVID-19, a typical black swan event, not only highlighted the significant and unpredictable challenges faced by the restaurant but also emphasized the urgency of understanding real consumer needs to maintain business continuity and growth. This study employs topic modeling to analyze key aspects of consumer reviews and uses aspect-based sentiment analysis to deeply explore the impacts and long-term consequences of the pandemic at different stages on the restaurant. The research categorizes sentences in consumer reviews into corresponding aspects and emotional categories and examines the specific effects of contingency and information technology strategies implemented by restaurants on customer experience. Through a detailed analysis of consumer reviews, this study aims to reveal the long-term changes in consumer behavior during different stages of COVID-19 and how restaurants can meet these evolving needs through innovative strategies. The study demonstrates how the restaurant can not only sustain operations but also find growth opportunities and show resilience in adversity. The findings not only provide strategic guidance for the restaurant to face future challenges but also highlight the importance of seeking growth and progress in adversity, offering valuable insights for businesses to prepare for similar difficulties in the future.
顯示於類別:	[資訊管理研究所] 博碩士論文

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