Description:
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.
Description:
This encyclopedia provides a thorough examination of concepts, technologies, policies, training, and applications of ICT in support of economic and regional developments around the globe.
Description:
This encyclopedia provides a thorough examination of concepts, technologies, policies, training, and applications of ICT in support of economic and regional developments around the globe.