| dc.contributor | 資管系 | |
| dc.creator (作者) | 楊亨利 | zh_TW |
| dc.creator (作者) | Yang, Heng-Li;Liu, Chi-Lun | |
| dc.date (日期) | 2009-01 | |
| dc.date.accessioned | 21-Jan-2015 11:18:03 (UTC+8) | - |
| dc.date.available | 21-Jan-2015 11:18:03 (UTC+8) | - |
| dc.date.issued (上傳時間) | 21-Jan-2015 11:18:03 (UTC+8) | - |
| dc.identifier.uri (URI) | http://nccur.lib.nccu.edu.tw/handle/140.119/73098 | - |
| dc.description.abstract (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. | |
| dc.format.extent | 3307250 bytes | - |
| dc.format.mimetype | application/pdf | - |
| dc.relation (關聯) | Computer Standards & Interfaces,31(1),227-245 | |
| dc.subject (關鍵詞) | Blog; Collaboration; On-line customer service; Language-action perspective; Dynamic workflow management system | |
| dc.title (題名) | A new standard of on-line customer service process: Integrating language-action into blogs | |
| dc.type (資料類型) | article | en |
| dc.identifier.doi (DOI) | 10.1016/j.csi.2007.12.003 | en_US |
| dc.doi.uri (DOI) | http://dx.doi.org/http://dx.doi.org/10.1016/j.csi.2007.12.003 | en_US |
