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    政大典藏 > College of Commerce > Department of MIS > Theses >  Item 140.119/95527
    Please use this identifier to cite or link to this item: http://nccur.lib.nccu.edu.tw/handle/140.119/95527

    Title: 線上常見問題解答系統的改進-代理人程式觀念的應用
    Improvement on On-Line FAQ Answering System: The Application of Agent System Concepts
    Authors: 溫鳳祥
    Contributors: 楊亨利
    Keywords: 常見問題集
    Frequently Asked Questions (FAQ)
    Customer Relationship Management (CRM)
    Relationship Marketing
    Post-Sale Service (After-Sale Service)
    Software Agent
    Date: 2002
    Issue Date: 2016-05-09 16:27:22 (UTC+8)
    Abstract:   顧客關係管理(Customer Relationship Management,縮寫為CRM)是近來十分熱門的觀念,而關係行銷是此觀念在行銷上的實際應用。關係行銷的理論認為如果企業能蒐集顧客的詳盡資訊,並據此開發出個人化的行銷計劃,就可以有效地提昇顧客的滿意度,使其成為企業的忠實客戶,為企業帶來長期性的收益。
      在行銷活動中,售後服務是維持顧客滿意度的重要環節。本研究以售後服務中的產品常見問題集(Frequently Asked Questions,縮寫為FAQ)為主題,實作一個FAQ導覽與維護的雛型系統。使用者可以在系統的協助下,瀏覽與產品有關的FAQ,若找不到想要的資訊,則可以提出新的問題,要求公司為其解答。
      Customer relationship management (CRM) has become a very popular concept recently. Relationship marketing is one of its application in marketing area. The relationship marketing theory claims that collecting detailed information about customers and developing customized marketing plans for individual customers can improve customer satisfaction and loyalty significantly, and organizations will benefit from this strategy in the long term.
      Post-sale service (or after-sale service) is a vital part of marketing activities for maintaining customers' satisfaction. This study focuses on product FAQs (Frequently Asked Questions) in the post-sale service category and implements a prototype system which would allow FAQ navigation and maintenance on the Internet. Users can browse product-related FAQs with assistance from the system. If they cannot find satisfying information, they could issue new requests, and the organization would then resolve them.
      The system applies software agents to assist the process of FAQ navigation and answering of new questions. Customers' requests can also be solved by a community-discussion approach. To force organizations to pay more attention to post-sale service, this study tries to incorporate FAQ maintenance into customer services by requiring employees to answer any raised questions, and allowing the managers to monitor the performance of those employees. Through such efforts, this study establishes a FAQ service environment and creates a win-win situation for both customers and organizations.
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    Description: 碩士
    Source URI: http://thesis.lib.nccu.edu.tw/record/#A2010000194
    Data Type: thesis
    Appears in Collections:[Department of MIS] Theses

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