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中文摘要：
随着网络信息技术的飞速发展，消费者更倾向于利用文本形式在因特网上发出抱怨声音，这类抱怨声音对企业营销推广和潜在消费者购买决策具有重要影响。本文分析因特网顾客抱怨特征信息，遴选决定营销决策的影响力指标，构建了基于抱怨人、抱怨文本和交互关系的顾客抱怨影响力三维信息度量模型，实现对网络社区顾客抱怨影响力的度量并采用实证方法检验其有效合理性。
英文摘要：
Along with the rapid development of network and communication technologies, consumers send out complaint sounds by text form more and more, this complaint sounds have an important impact on the enterprise marketing promotion and the potential consumer buying decision-making. This paper analyzes the feature informa- tion of customer complaint on internet, screens the influence indexes of marketing decision-making, builds the three-dimensional information measurement of the influence of customer complaint based on complain people, complain text and inter-relationship, and measures the information of customer complaint on network, and finally inspects its effective rationality by the empirical method.
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