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https://ah.lib.nccu.edu.tw/handle/140.119/73098
題名: | A new standard of on-line customer service process: Integrating language-action into blogs | 作者: | 楊亨利 Yang, Heng-Li;Liu, Chi-Lun |
貢獻者: | 資管系 | 關鍵詞: | Blog; Collaboration; On-line customer service; Language-action perspective; Dynamic workflow management system | 日期: | Jan-2009 | 上傳時間: | 21-Jan-2015 | 摘要: | 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. | 關聯: | Computer Standards & Interfaces,31(1),227-245 | 資料類型: | article | DOI: | http://dx.doi.org/http://dx.doi.org/10.1016/j.csi.2007.12.003 |
Appears in Collections: | 期刊論文 |
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