基于在线评论的游客负面情感态度应对策略研究

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中图分类号：TP391.1 文献标识码：A 文章编号：2096-4706（2025）20-0137-05

Abstract：As online comments increasingly influence tourism decisions，the accumulation of negative evaluations can easilylead toa trustcrisis in scenic spots.Based ontouristcomment data fromthe Ctrip platform，this paper takes Zhangjiajie NationalForestPark as theresearchobject，comprehensivelyutilizestextword frequencyanalysis，wordcloudvisualization， emotiondictionaryconstruction，andthe Word2Vecmodeltoexplorethecausesandcorelationsof tourists'negativeemotional atitudes.Theresearch reveals that tourists'negative emotions are primarily focusedonissues such as“high prices”，“noisy environment”，and“ineffcient management”.Keywords like“noisy”，“expensive”，and“crowded”demonstrate strongcorrelationswiththeoverallexperienceatthescenicspotthroughsemanticanalysis.Basedonthesefindings，targeted countermeasures are proposedsuch as establishing areal-timecomment monitoring system toaddress negative publicopinion， optimizing theintellgentdversionandreservationsytemtoalleviatecongestion，andcollaboativelysupevisingandetifying pricing irregularitiestobalance business with experience.This provides effective solutions forscenic spots toenhance service qualityandoptimize word-of-mouthmanagement，therebycontributing tothesustainabledevelopmentofthe tourismindustry.

Keywords： negative emotional atitude; online comment; Zhangjiajie National ForestPark;coping strategy researc

0 引言

中国互联网经过近30年的发展，已取得了骄人的成绩。（剩余6220字）