管理评论

管理评论 ›› 2022, Vol. 34 ›› Issue (7): 157-164.

• 电子商务与信息管理 • 上一篇    下一篇

高铁餐饮服务网络舆情分析及建议

廉莹1, 董雪璠1, 刘怡君2,3   

  1. 1. 北京交通大学经济管理学院, 北京 100044;
    2. 中国科学院科技战略咨询研究院, 北京 100190;
    3. 中国科学院大学公共政策与管理学院, 北京 100190
  • 收稿日期:2019-09-05 出版日期:2022-07-28 发布日期:2022-08-19
  • 通讯作者: 刘怡君（通讯作者），中国科学院科技战略咨询研究院、中国科学院大学公共政策与管理学院研究员，博士生导师，博士。
  • 作者简介:廉莹，北京交通大学经济管理学院博士后，博士;董雪璠，北京交通大学经济管理学院博士后，博士。
  • 基金资助:
    国家自然科学基金项目（91746106；71904010）。

Analysis and Suggestions on the Internet Public Opinion Related to the High-speed Rail Catering Service

Lian Ying1, Dong Xuefan1, Liu Yijun2,3   

  1. 1. School of Economics and Management, Beijing Jiaotong University, Beijing 100044;
    2. Institutes of Science and Development, CAS, Beijing 100190;
    3. School of Public Policy and Management, University of Chinese Academy of Sciences, Beijing 100190
  • Received:2019-09-05 Online:2022-07-28 Published:2022-08-19

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摘要： 高铁已经成为一张靓丽的“中国名片” ，但是“高铁盒饭发霉”等食品供应质量问题却屡遭舆论诟病。随着互联网订餐服务、常温链盒饭供应取消等改革措施的不断推进，高铁餐饮质量越来越受到重视。本文以高铁餐饮服务相关的网络舆情为研究对象，基于“新浪微博”获取相关舆情数据，应用社会网络分析方法、情绪计算方法、观点聚类算法等技术，从舆情传播态势、网民情感变化、话题内容解析三个方面进行全面分析。以期探求民众对于高铁餐饮服务的集中诉求，并据此从网络舆情角度提出改善中国高铁餐饮服务的政策建议。

关键词: 网络舆情, 高铁餐饮, 情绪计算, 社会网络, 观点聚类

Abstract: High-speed rail has become a beautiful business card of China. However, some quality problems in high-speed rail catering, such as "mildewed box lunches", are widely reviled. With the launch of one after another improving measures, such as online reservation service and forbidding non-frozen box lunches supply, more attention are paid to the quality of high-speed rail catering. This paper focuses on the Internet public opinions related to the high-speed rail catering service. In order to explore the central demand of the public, data collected from Weibo are analyzed from three perspectives, namely, the trend of Internet public opinion dissemination, changes in public sentiment and the contents of identified topics. Methods applied in the present paper include social network analysis, sentiment calculation and topic clustering. Finally, based on the results, some suggestions on improving the catering service of China's high-speed railway are proposed from the perspective of Internet public opinion.

Key words: Internet public opinion, high-speed rail catering, sentiment calculation, social network, topic clustering