The evaluation study on the level of dealing with tourism crisis network opinion: based on the methods of grey statistics and entropy weighted TOPSIS.

2015 
Dealing with network opinion is an important part of managing tourism crisis network opinion,evaluating the level of dealing with network opinion is a necessary way to improve the ability of managing tourism crisis network opinion.This paper puts forward a set of initial evaluation index of the level of dealing with tourism crisis network opinion through analyzing literature and summarizing experiences.To ensure the effectiveness and operability of the index system,this paper selects the indicators using the method of grey statistics based on the decision data obtained by questionnaire for experts.The set of initial evaluation index is simplified and optimized,and the final evaluation index systems include three dimensions and 15 indicators of responding,communicating and repairing.In order to overcome the subjectivity of the traditional methods of calculating weights,this paper determines the index weight by entropy,uses the method of weighted TOPSIS to evaluate 14 typical cases' levels of dealing with network opinion.The evaluation results are more consistent with the actual situation.The evaluation index systems of the level of dealing with tourism crisis network opinion,and the methods of selecting indicators,calculating index weights,and comprehensive evaluation have some theoretical and practical value for improving the level of dealing with tourism crisis network opinion.
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