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    政大機構典藏 > 商學院 > 資訊管理學系 > 期刊論文 >  Item 140.119/73098
    Please use this identifier to cite or link to this item: http://nccur.lib.nccu.edu.tw/handle/140.119/73098

    Title: A new standard of on-line customer service process: Integrating language-action into blogs
    Authors: 楊亨利
    Yang, Heng-Li;Liu, Chi-Lun
    Contributors: 資管系
    Keywords: Blog;Collaboration;On-line customer service;Language-action perspective;Dynamic workflow management system
    Date: 2009-01
    Issue Date: 2015-01-21 11:18:03 (UTC+8)
    Abstract: Blogging, which is a relatively new medium in personal communication and collaboration, can help enterprises overcome some difficulties in conventional customer service management. However, blog functions remain limited. This study proposes a novel standard for managing customer service processes, in which language-action is integrated into blogs to leverage blog characteristics. This standard comprises new specified dialogue patterns for collaboration, suggested customer service processes, and supporting system architecture. Furthermore, a scenario is provided that demonstrates use of this standard.
    Relation: Computer Standards & Interfaces,31(1),227-245
    Data Type: article
    DOI 連結: http://dx.doi.org/http://dx.doi.org/10.1016/j.csi.2007.12.003
    DOI: 10.1016/j.csi.2007.12.003
    Appears in Collections:[資訊管理學系] 期刊論文

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