| 企业客户服务中心知识推送系统构建研究 |
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| 引用本文： | 冯勇,樊治平,冯博,李霞.企业客户服务中心知识推送系统构建研究[J].计算机集成制造系统,2007,13(5):1015-1020. |
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| 作者姓名： | 冯勇 樊治平 冯博 李霞 |
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| 作者单位： | 1. 东北大学,工商管理学院,辽宁,沈阳,110004
2. 东北大学,工商管理学院,辽宁,沈阳,110004;东北大学,教育部流程工业综合自动化重点实验室,辽宁,沈阳,110004 |
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| 基金项目： | 国家自然科学基金
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教育部高等学校优秀青年教师教学科研奖励计划
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辽宁省自然科学基金 |
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| 摘 要： | 为提高企业客户服务中心的知识服务能力,实现企业"以客户为中心"的新型服务模式,提出了构建企业客户服务中心知识推送系统的研究课题.首先,阐述了知识推送的概念,在分析企业客户服务中心知识类型的基础上,进一步分析了客户服务中心的知识推送需求;然后,提出了一种企业客户服务中心知识推送系统构建方法;最后,通过实例分析,说明了构建客户服务中心知识推送系统的可行性和实用性.
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| 关 键 词： | 知识推送 知识服务 客户服务中心 知识需求 系统框架 企业 客户服务中心 知识推送系统 构建研究 enterprise center customer service system push knowledge 实例分析 构建方法 需求 知识类型 阐述 课题 服务模式 以客户为中心 知识服务能力 |
| 文章编号： | 1006-5911（2007）05-1015-06 |
| 收稿时间： | 2006-04-07 |
| 修稿时间： | 2006-04-072006-08-14 |
Construction of knowledge push system in customer service center of enterprise |
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| FENG Yong,FAN Zhi-ping,FENG Bo,LI Xia.Construction of knowledge push system in customer service center of enterprise[J].Computer Integrated Manufacturing Systems,2007,13(5):1015-1020. |
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| Authors: | FENG Yong FAN Zhi-ping FENG Bo LI Xia |
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| Affiliation: | 1. Sch. of Business Administration, Northeastern Univ. , Shenyang 110004, China; 2. Ministry of Education Key Lab of Process Industry Automation, Northeastern Univ. , Shenyang 110004, China |
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| Abstract: | To improve the knowledge service ability of customer service center in enterprises and realize the customer-oriented service model, construction of knowledge push system in customer service center of enterprise was proposed. Firstly, the concept of knowledge push was defined. Based on the knowledge classification of the customer service center, the demand of knowledge push in customer service center of enterprise was analyzed. Secondly, a construction method of knowledge push system in customer service center of enterprise was proposed. Finally, a case study was provided to illustrate the feasibility and availability of constructing the knowledge push system in customer service center m enterprises. |
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| Keywords: | knowledge push knowledge service customer service center knowledge demand system framework |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
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