政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/73098

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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: https://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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