應用文字探勘技術建構旅遊糾紛知識地圖

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應用文字探勘技術建構旅遊糾紛知識地圖

Applied Text Mining Techniques for Constructing Knowledge Map of Traveling Disputes

梁呈彰 , Masters　　Advisor：王銘宗　　Co-advisor ：蔡智勇

英文

知識地圖；文字探勘；社會網絡分析；領隊；導遊； Knowledge Map ； Text Mining ； Social Network Analysis ； Tour Leader ； Tour Guide

Abstract │ Reference (34) │ Altmetrics

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Nowadays, as the generation of knowledge economic rising, the utilization of knowledge retrieved from information becomes a niche for enterprises’ growth. Accordingly, how to effectively preserve and spread the knowledge has always been a critical issue in the field of knowledge management. The knowledge visibility can be divided into explicit knowledge and tacit knowledge, and the tacit knowledge is understanding and utilizing through subconscious. It’s hard to tell by semantic transmission, but often developed by experience and actions. While the explicit knowledge can be encoded, preserved, and easily transferred. An excellent travel guide or travel leader always possesses precious wisdom and practical experience. The knowledge usually be hold by his/her own, or accumulated in the organization through a dynamic, unstructured, and delicate procedure.
Tourism and Leisure Industry is a comprehensive enterprise, while the travel agency plays a critical role among the industry. Due to the intangibility nature of products in tourism industry, the person who provides the service for customers may heavily influencing customer satisfactions. In tourism industry, “tour leader”, ”tour guide”, “salesman”, and “operational staff” are the people who served as the forefront. Especially for “tour leaders” and “tour guides”, their interactions with customers are more frequent and closer. As a result, their professional service attitude is extremely important.
For the motivation of broadcasting, sharing, and archiving the precious experience and knowledge gained from the elders in tourism industry. This study adopts document clustering methods, social network analysis, and knowledge map as to make the precious knowledge easily understandable by the knowledge map.

Reference ( 34 ) 〈TOP〉

Chen, W. (1987). 我國旅行業行銷策略之研究.
連結：
Chuang, P.-T. (2010). Incorporating disservice analysis to enhance perceived service quality. Industrial Management & Data Systems, 110(3), 368-391.
連結：
Fung, B. C., Wang, K., & Ester, M. (2003). Hierarchical document clustering using frequent itemsets. Paper presented at the SDM.
連結：
Gilbert, J. R., Moler, C., & Schreiber, R. (1992). Sparse matrices in MATLAB: design and implementation. SIAM Journal on Matrix Analysis and Applications, 13(1), 333-356.
連結：
Hsieh, L.-F., Lin, L.-H., & Lin, Y.-Y. (2008). A service quality measurement architecture for hot spring hotels in Taiwan. Tourism Management, 29(3), 429-438.
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