- Title
- Customer experience management in e-services
- Creator
- Sun, Zhaohao; Lau, Sim Kim
- Date
- 2007
- Type
- Text; Book chapter
- Identifier
- http://researchonline.federation.edu.au/vital/access/HandleResolver/1959.17/35941
- Identifier
- vital:2748
- Identifier
- ISBN:978-3-540-37015-4
- Abstract
- E-services are the provision of services over the Internet. Customer experience management (CEM) is a vital part for e-services and Web services. This chapter will examine CEM in e-services by providing a unified architecture (SSES) and an intelligent system architecture (MEMES) as well as a cybernetic model for B2B e-services. The SSES unifies e-services, Web services and infrastructure services into a hierarchical framework. The MEMES is a high level system model for implementing multiagent CEM system for e-services. Both architectures tie together methodologies, techniques and applications into a unified framework that includes both logical and intelligent embodiment of the aspects of CEM in e-services. The cybernetic model provides a new insight into B2B e-services with feedback from e-service customers. The chapter also explores case-based e-service recommendation. It is argued that the proposed approach will facilitate the development of CEM, E-business and e-service.
- Publisher
- Berlin Springer
- Relation
- E-service intelligence: Methodologies, technologies and applications Chapter p. 365-388
- Rights
- Copyright Springer
- Rights
- This metadata is freely available under a CCO license
- Subject
- Customer experience management; E-service; E-commerce; Intelligent techniques; Multiagent system; Case-based e-service recommendation
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