文献类型：期刊文献

中文题名：社交网络中消费者维权观点扩散机制:基于汽车产品伤害危机的仿真研究

英文题名：The opinion diffusion mechanism of consumer safeguarding-rights in social networks:A simulation research based on automobile product harm crisis

作者：杨科[1];李英[1]

机构：[1]华东理工大学商学院,上海200237

年份：2020

卷号：34

期号：1

起止页码：177

中文期刊名：管理工程学报

外文期刊名：Journal of Industrial Engineering and Engineering Management

收录：CSTPCD;;国家哲学社会科学学术期刊数据库;北大核心:【北大核心2017】；CSSCI:【CSSCI2019_2020】；CSCD:【CSCD2019_2020】；

基金：教育部人文社科基金资助项目(15YJA630033);上海市浦江人才计划资助项目(14PJC023)。

语种：中文

中文关键词：汽车产品伤害危机;维权;观点扩散;舆论动力学

外文关键词：Automobile product harm crisis;Safeguarding-rights;Opinion diffusion;Opinion dynamics

摘要：社交网络中消费者维权观点的扩散是多因素综合作用的复杂过程。本文分析了汽车产品伤害危机中车主维权观点扩散的影响因素,借鉴舆论动力学理论,建立维权观点扩散状态转移模型,并以此为指导,仿真分析了各个影响因素对车主维权观点扩散的影响。研究发现:小世界网络的度、初始各状态比例以及个体间影响力会影响扩散系统到达稳态的时间,但对于稳态时各状态下的车主数量基本没有影响;危机严重程度和企业努力程度不仅影响到达稳态的时间,也影响到达稳态时各状态个体数。
The occurrence of product harm crisis not only brings huge losses to the enterprise but also causes both psychological and physical damages to consumers.At the same time,with the rapid development of the Internet,social media has played a vital role in the process of social movements(e.g.,communication and mobilization)and has a greater impact on customers and crisis firms.In consideration of the impact on consumers’behaviors,previous studies on product harm crisis mainly focus on the purchasing behavior,while few kinds of literature explore safeguarding-rights behaviors to provide consumers with appropriate advice to protect their legitimate rights and interests.Therefore,a study on the safeguarding-rights opinion diffusion of car owners has great theoretical and practical significance to the management of automobile product harm crisis.After analyzing the factors that affect the opinion diffusion of car owners in an automobile product harm crisis,we propose an opinion diffusion model based on opinion dynamics and then adopt computer simulation to examine how the factors influence the opinion diffusion of car owners.First,this paper adopts grounded theory to analyze the factors that affect the opinion diffusion of car owners in an automobile product harm crisis.Taking the automobile product harm crisis as keywords,we collect the relevant posts from the forum XCAR(a car forum that has the greatest car theme community all over the world).After a strict screening for removing some irrelevant posts(e.g.,car prices and advertisements),a systematic theory called grounded theory is applied to analyze the posts of the forum.The results indicate that the opinion diffusion is affected by the opinion of other car owners.The support from the government,media,consumers,rights organizations and the opinion of other car owners have a positive effect on the diffusion of car owners’rights;at the same time,the diffusion is restricted by the capability of car owners.Then,we propose an opinion diffusion model based on posts and opinion dynamics,and an algorithm is designed for simulation.This paper divides the car owners into three states--normal state,crisis state,and rights state according to the opinion value,and adopts WS small-world network to represent car owners’network.Based on the analysis results of posts,opinion dynamics models(i.e.,Deffuant-Weisbuch Model and Hegselmann-Krause Model)are introduced to construct an opinion diffusion model of consumers’right-safeguarding act in automobile product harm crisis.Finally,a computer simulation using MATLAB is adopted to examine how the factors influence the opinion diffusion of car owners.This paper adopts the method of continuous selection of variables to get a more intuitive and clearer understanding of the steady-state time and the number of individuals in the steady-state.In summary,the degree of the small-world network,the proportion of the initial state and the influence of the individual affect the time when the diffusion system reaches the steady-state,but they do not affect the number of individuals in the steady-state.Moreover,the severity of the crisis and the degree of enterprise effort affect both the steady time and the number of individuals.