Study On Outlier Knowledge Management Of Online Reviews

Because of the unprecedented shopping experience of Internet e-commerce,consumers are increasingly reliant on shopping online.Along with the increase in online customers,online merchandise sales and customer comments also multiplied.Enterprises through getting the online customer comments to understand the customer's potential demand,this important source of customer knowledge is the enterprise's competitive resources and strategic elements,and there are some vague and valuable knowledge of outlier knowledge in the customer demand-centered knowledge.In order to solve the problem of outlier knowledge acquisition and outlier knowledge management in knowledge value chain decision-making to increase the validity of decision-making,this paper puts forward the idea of outlier knowledge management into the enterprise knowledge management and customer knowledge management to build online commentary outlier knowledge management model.Firstly,this paper reviews and summarizes the research production about online commentary,outlier knowledge and outlier knowledge management,points out the limitations and gaps of research based on these theories,which lacking of in-depth understanding of outlier knowledge management mechanism,moreover the existing theoretical ideas can not explain how the enterprise in the management process how to use outlier knowledge to make decisions.Then,the implementation process and principle of outlier knowledge management are introduced to build online review outlier knowledge acquisition model and management model framework.Finally,by obtaining customer reviews of HUAWEI honor 6X from TMall analysis to achieve the online comment on the data mining and to obtain outlier knowledge which businesses are concerned about the customer's potential demand and preferences,the effectiveness of the model is demonstrated.The theory of outlier knowledge and outlier knowledge management is the extension of knowledge management theory.This paper,the idea of outlier knowledge is extended to enterprise knowledge management,and it is of great significance for enterprises to acquire outlier knowledge,to make decisions and to promote the development of enterprise knowledge management capabilities.