Research on the measure method of complaint theme influence on online social network

作者：

Highlights：

• We established the index system of the influence for complaint texts and themes.

• The paper proposed a model to measure complaint texts and themes’ influence.

• The model can be used to identify influential complaint themes and complainers.

• It provided theory basis and effective way to manage online groups complaints.

摘要

•We established the index system of the influence for complaint texts and themes.•The paper proposed a model to measure complaint texts and themes’ influence.•The model can be used to identify influential complaint themes and complainers.•It provided theory basis and effective way to manage online groups complaints.

论文关键词：Online social network,Complaint theme,Entropy model,Influence measure

论文评审过程：Available online 17 March 2014.

论文官网地址：https://doi.org/10.1016/j.eswa.2014.03.018