Applied Text Mining Techniques for Constructing Knowledge Map of Traveling Disputes

• Main Authors: Cheng-Chang Liang, 梁呈彰
• Other Authors: Ming-Tzong Wang
• Format: Others
• Language: en_US
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/81633353123216132781

碩士 === 國立臺灣大學 === 工業工程學研究所 === 102 === Nowadays, as the generation of knowledge economic rising, the utilization of knowledge retrieved from information becomes a niche for enterprises’ growth. Accordingly, how to effectively preserve and spread the knowledge has always been a critical issue in the field of knowledge management. The knowledge visibility can be divided into explicit knowledge and tacit knowledge, and the tacit knowledge is understanding and utilizing through subconscious. It’s hard to tell by semantic transmission, but often developed by experience and actions. While the explicit knowledge can be encoded, preserved, and easily transferred. An excellent travel guide or travel leader always possesses precious wisdom and practical experience. The knowledge usually be hold by his/her own, or accumulated in the organization through a dynamic, unstructured, and delicate procedure. Tourism and Leisure Industry is a comprehensive enterprise, while the travel agency plays a critical role among the industry. Due to the intangibility nature of products in tourism industry, the person who provides the service for customers may heavily influencing customer satisfactions. In tourism industry, “tour leader”, ”tour guide”, “salesman”, and “operational staff” are the people who served as the forefront. Especially for “tour leaders” and “tour guides”, their interactions with customers are more frequent and closer. As a result, their professional service attitude is extremely important. For the motivation of broadcasting, sharing, and archiving the precious experience and knowledge gained from the elders in tourism industry. This study adopts document clustering methods, social network analysis, and knowledge map as to make the precious knowledge easily understandable by the knowledge map.