| 基于知识管理的客户服务系统研究 |
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| 引用本文： | 刘晓娟,徐琪.基于知识管理的客户服务系统研究[J].价值工程,2006,25(12):81-83. |
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| 作者姓名： | 刘晓娟 徐琪 |
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| 作者单位： | 1. 宁夏大学数学计算机学院,银川,750021
2. 东华大学旭日工商管理学院,上海,200051 |
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| 基金项目： | 教育部优秀青年教师资助计划;教育部留学回国人员科研启动基金 |
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| 摘 要： | 客户是企业生存和发展的重要资产,提供客户满意的客户服务是企业提高客户忠诚度的一项重要策略。构建基于知识管理的客户服务系统,能有效的提高客户服务的质量及客户的满意度,为企业的发展提供更广阔的空间。本文给出了一种基于知识管理的客户服务管理系统结构,并从知识获取、知识表示、知识查询、知识转化等视角研究系统实现的方法。
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| 关 键 词： | 客户服务 知识管理 |
| 文章编号： | 1006-4311（2006）12-0081-03 |
Research to the Knowledge Management Based Customer Service System |
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| Liu Xiaojuan,Xu Qi.Research to the Knowledge Management Based Customer Service System[J].Value Engineering,2006,25(12):81-83. |
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| Authors: | Liu Xiaojuan Xu Qi |
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| Institution: | School of Mathematic and Computer, Ningxia University, Yinchuan 750021, China ; Xuri School of Business and Management,Donghua University,Shanghai 200051 ,China |
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| Abstract: | Customer is the critical assets that determines the surviving, and developing capacity of the enterprise. To provide customer satisfied service is a important strategy to improve the customer loyalty. By establishing knowledge management based customer service system, the enterprise can efficiently improve the quality of customer service and the customer loyalty. The paper gives a framework of knowledge management based customer service system, and the method to realize the system from the view of knowledge acquisition, knowledge representation, knowledge query and knowledge transition. |
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| Keywords: | customer service knowledge management |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
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