Advertisement

Customer Experience Management in E-Services

  • Zhaohao Sun
  • Sim Kim Lau
Part of the Studies in Computational Intelligence book series (SCI, volume 37)

Keywords

Multiagent System Customer Relationship Management Infrastructure Service Customer Experience Interface Agent 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. [1]
    Alonso G, Casati F, Kuno H, and Machiraju V. Web Services: Concepts, Architectures and Applications. Berlin: Springer-Verlag, 2004zbMATHGoogle Scholar
  2. [2]
    Avison DE and Fitzgerald G. Information Systems Development: Methodologies, Tech- niques and Tools (3rd edn), London: McGraw Hill International (UK), 2003Google Scholar
  3. [3] Bartlmae K. Optimizing data-mining processes: A CBR based experience factory for data mining. In: Proc 5th Intl Computer Science Conference (ICSC'99), Hong Kong, China, December 13-15, 1999Google Scholar
  4. [4]
    Becerra-Fernamdez I, Gonzalez A, and Sabherwal R. Knowledge Management: Challenges, Solutions and Technologies. Upper Saddle River, NJ. 2004Google Scholar
  5. [5]
    Bergmann R. Experience Management: Foundations, Development Methodology and Inter-net-Based Applications. LNAI 2432. Berlin: Springer 2002Google Scholar
  6. [6]
    Brohman MK, Watson RT, Piccoli G, and Parasuraman AA. Data completeness: A key to effective net-based customer service systems. Comm of the ACM, 46 (6) 2003, 47-51CrossRefGoogle Scholar
  7. [7]
    Casati F, Shan E, Dayal U, and Shan M.-C. Business-oriented management of Web services. Comm of the ACM. 46 (10) 55-59Google Scholar
  8. [8]
    Chua A. Knowledge management systems architecture: A bridge between KM consultants and technologies. Intl J of Information Management, 24, 2004, 87-98CrossRefGoogle Scholar
  9. [9]
    Drucker P. Post-Capitalist Society. New York: Harper Business, 1993Google Scholar
  10. [10]
    Finnie G and Sun Z. A logical foundation for the CBR cycle. Intl J Intell Syst 18 (4) 2003, 367-382zbMATHCrossRefGoogle Scholar
  11. [11]
    Ferris C and Farrell J. What are Web services, Comm of the ACM, 46 (6) 2003, 33-35CrossRefGoogle Scholar
  12. [12]
    Gurugé A. Web Services: Theory and Practice. Amsterdam: Elsevier Inc. 2004Google Scholar
  13. [13]
    Hoffman KD. Marketing + MIS = E-Services, Comm of the ACM, 46 (6) 2003, 53-55CrossRefGoogle Scholar
  14. [14]
    Holtzblatt K. Designing for the mobile device: Experiences, challenges, and methods, Comm of the ACM, 48 (7) 2005, 33-35CrossRefGoogle Scholar
  15. [15]
    Kolodner JL (ed.). Special issue on Case-Based Reasoning. Machine Learning, 10 (3) 1993Google Scholar
  16. [16]
    Kreger H. Fulfilling the Web services promise. Comm of the ACM, 46 (6) 2005, 29-34CrossRefGoogle Scholar
  17. [17]
    Miller G. .NET vs. J2EE, Comm of the ACM, 48 (7) 2005, 64-67Google Scholar
  18. [18]
    Muther A. Customer Relationship Management: Electronic Customer Care in the New Economy.Berlin: Springer, 2002Google Scholar
  19. [19]
    Nilsson NJ. Artificial Intelligence. A New Synthesis. San Francisco, California: Morgan Kaufmann Publishers Inc. 1998zbMATHGoogle Scholar
  20. [20]
    Petrie C, Genesereth M, et al. Adding AI to Web services. In: van Elst L, Dignum, V and Abecker A (Eds): AMKM 2003, LNAI 2926, 2003, 322-338Google Scholar
  21. [21]
    Pressman RS. Software Engineering: A Practitioner’s Approach (5th Edn), Boston: McGrawHill Higher Education, 2001Google Scholar
  22. [22]
    Rust RT and Kannan PK. E-service: A new paradigm for business in the electronic environment. Comm of the ACM, 46 (6) 2003, 37-42CrossRefGoogle Scholar
  23. [23]
    Rust RT and Kannan PK. E-Service: New Directions in Theory and Practice. ME Sharpe, Armonk, New York, NY, 2002Google Scholar
  24. [24]
    Schmitt BH. Customer Experience Management: A revolutionary approach to connecting with your customers. John Wiley & Sons, Inc. Hoboken, NJ, 2003Google Scholar
  25. [25]
    Satzinger, JW, Jackson, RB and Burd SD, Systems Analysis and Design in a Changing World (3rd edn), Boston: Thompson Learning, 2004Google Scholar
  26. [26]
    Song H. E-services at FedEx, Comm of the ACM, 46 (6) 2003, 45-46CrossRefGoogle Scholar
  27. [27]
    Sun Z. A waterfall model for knowledge management and experience management. In: Proc. HIS 2004, December 6-8, Kitakyushu, Japan, IEEE Press, 2004, 472-475Google Scholar
  28. [28]
    Sun Z and Finnie G. Intelligent Techniques in E-Commerce: A Case-based Reasoning Per- spective. Berlin, Heidelberg: Springer-Verlag, 2004Google Scholar
  29. [29]
    Sun Z and Finnie G. Experience based reasoning for recognising fraud and deception. In: Proc. Inter Conf on Hybrid Intelligent Systems (HIS 2004), December 6-8, Kitakyushu, Ja-pan, IEEE Press, 2004, 80-85Google Scholar
  30. [30]
    Sun Z and Finnie G. MEBRS: A multiagent architecture for an experience based reasoning system. In: Khosla R, Howlett RJ and Jain LC (eds) Knowledge-Based Intelligent Informa-tion and Engineering Systems: Part I, LNAI 3681, Berlin: Springer, 2005, 972-978Google Scholar
  31. [31]
    Sun Z and Finnie G. Experience management in knowledge management, In: Khosla R, Howlett RJ, Jain LC (eds) LNAI 3681, Berlin: Springer, 2005, 979-986Google Scholar
  32. [32]
    Sun Z and Finnie G. A unified logical model for CBR-based e-commerce systems. Intl J of Intelligent Systems, 20(1), 2005, 29-26CrossRefGoogle Scholar
  33. [33]
    Sun Z. Human-like evolution of systems development, submitted for publication, 2006Google Scholar
  34. [34]
    Sun Z, Hao G. HSM: A hierarchical spiral model for knowledge management, In: Proceed ings of the 2nd Intl Conf. on Information Management and Business (IMB2006), 13-16 Feb-ruary, 2006, Sydney Australia, 542-551Google Scholar
  35. [35]
    van Elst L, Dignum V, and Abecker A. Towards agent-mediated knowledge management. In: van Elst L, Dignum V, and Abecker A (eds) Agent-mediated Knowledge Management. LNAI 2926, Berlin: Springer Verlag, 2004, 1-30Google Scholar
  36. [36]
    Vissers CA, Lankhorst MM, and Slagter RJ. Reference models for advanced e-services. In: Mendes MJ, Suomi R, and Passons C (eds) Digital Communities in A Networked Society. Kluser Academic Publishers, Boston/Dordrecht. 2004, 369-393CrossRefGoogle Scholar
  37. [37]
    Voss A. Towards a methodology for case adaptation. In: Wahlster W (ed.): Proc 12th Euro- pean Conf on Artificial Intelligence (ECAI’96), 1996, 147-51Google Scholar
  38. [38]
    Weiss G (ed.). Multiagent Systems: A modern approach to Distributed Artificial Intelli-gence. Cambridge, Massachusetts, USA: MIT Press, 1999Google Scholar
  39. [39]
    Zimmermann HJ. Fuzzy Set Theory and its Application. Boston/Dordrecht/London: Kluwer Academic Publishers, 1991Google Scholar
  40. [40]
  41. [41]
    www.iese.fraunhofer.de/experience_management/, accessed on 25 October 2005
  42. [42]
  43. [43]
  44. [44]

Copyright information

© Springer-Verlag Berlin Heidelberg 2007

Authors and Affiliations

  • Zhaohao Sun
    • 1
  • Sim Kim Lau
    • 2
  1. 1.School of Economics and Information SystemsUniversity of WollongongAustralia
  2. 2.School of Economics and Information SystemsUniversity of WollongongAustralia

Personalised recommendations