The Service Support System For Global Operation Using Text Mining Technology

In the process of global operation, an accurate identification of voice of consumers andan altitudinal utilization of knowledge will make multinational corporations (MNCs) wincompetitive advantage. On one hand, the former can offer MNCs a solution to some criticalproblems, including rapid response to the market, improvement of the quality of products (orservices) and the supply of devise services. Aseries of activities, such as product development,technical innovation and quality improvement, should be customer-centered. On the otherhand, in the knowledge economic era, the latter can help MNCs achieve their strategicobjectives better. Therefore, MNCs are necessary to obtain and integrate the world-wideknowledge about consumer demand, then establish a global knowledge base. With the risingof e-commerce and the development of Internet, the demand of online consumer can not beignored. These demands are usually contained in the review texts. There are massive amountsof review texts, and it’s difficult to identify useful information. Based on this circumstance,it’s a great significance for adopting the appropriate technology to deal with the review textsto obtain some valuable information. Meanwhile, it is a worthy of considering and researchthat which type service supply is need to implement product development and service designwithin distributed team in MNCs. This paper discusses these problems and mainly completesthe following work: We conduct a deeply study on the requirements of Service SupportSystem (SSS), and put forward a requirement model; Based on the requirements of SSS, wehave designed core components of SSS; The process of establishing the knowledge base isdescribed in detail and the hierarchical structure of knowledge base is analyzed; We conduct asentiment classification experiment to the review texts, the experiment shows the sentimentorientation of products and their each attribute; Using the results of experiment, we constructa knowledge base sample and verify the SSS established. Compared to other research inexistence, this paper has two innovations:(1) In the context of global operation, we usesentiment classification technology to grasp demands of online consumers from the onlinereview texts, then establish the global knowledge base to support the SSS;(2) We construct arequirement model of SSS based on consumers’demand knowledge.