基于网络舆情的企业危机案例分析——以S手机爆炸为例

Case Analysis of Enterprise Crisis Based on Internet Public Opinion—Taking S Mobile Phone Explosion as an Example

摘要: 随着微信、微博等影响力的不断扩大，消费者将其作为抱怨投诉的首选平台，并且不断发酵，从而引起企业网络舆情的危机。论文以S手机爆炸事件作为案例，首先回顾整个事件从发起到平息的过程，其次通过情感分析和关键词分析研究网络大众对S公司各阶段的情感态度及原因，再其次得到情感方面的时间序列图，可以直观展现情感变化，最后，通过回归分析构建模型，分析影响网络舆情变化的因素。案例分析表明，S公司并没有处理好S手机爆炸危机，导致网络舆情一直不利于S公司，影响了它在中国市场发展。

Abstract: With the continuous expansion of influences such as WeChat and Weibo, consumers regard it as the platform of choice for complaints and continue to ferment, which causes enterprise crisis of network public opinion. The paper takes the S mobile phone explosion as a case. First, it reviews the whole process from initiation to quelling. Secondly, through emotional analysis and keyword analysis, it studies the emotional attitudes and causes of the Internet at various stages of S company, and then gets the emotional time series. Graphs can visually show emotional changes. Finally, regression models are used to construct models to analyze the factors that influence the changes in network public opinion. Case analysis shows that S company did not deal with the S mobile phone explosion crisis, which led to the network public opinion that has been not conducive to S company, affecting its development in the Chinese market.