Abstract: Service alternative design is a key link of service design,its core content is optimization configuration of service elements.To utilize customer online reviews to support or assist service enterprises in effective optimization configuration of service elements,a optimization configuration method for service elements based on customer online reviews was proposed.In this method,the customer online reviews were crawled and preprocessed.The service items,service elements and weights of service items were determined based on customer online reviews.Furthermore,sentiment analysis on customer online reviews was conducted and customers' emotional intensity towards each service element was calculated.Moreover,the optimal service elements configuration alternative was determined by establishing and solving the optimization model.An example for the hot spring service design in a hot spring resort was used to illustrate the feasibility and validity of the proposed method.

Key words: service design, service elements, optimization configuration, customer online reviews, optimization model

摘要： 服务方案设计是服务设计中的重要环节,其核心内容即服务要素的优化配置,如何利用顾客在线评论支持或辅助服务型企业有效地进行服务要素的优化配置是一个值得关注的重要研究课题。由此提出一种基于顾客在线评论的服务要素优化配置方法。在该方法中,首先爬取顾客在线评论信息并进行预处理;其次,基于顾客在线评论信息确定服务项、服务要素及服务项权重;然后,对顾客在线评论进行情感分析并计算顾客针对服务要素的情感强度;进一步通过建立和求解优化模型来确定服务要素配置方案。最后,以某温泉度假景区的温泉服务设计为例,说明了所提方法的可行性与有效性。

关键词: 服务设计, 服务要素, 优化配置, 顾客在线评论, 优化模型