Electronic Commerce Customer Relationship Management: A Research Agenda

In this paper, we approach electronic commerce Customer Relationship Management (e-CRM) from the perspective of five research areas. Our purpose is to define a conceptual framework to examine the relationships among and between these five research areas within e-CRM and to propose how they might be integrated to further research this area. We begin with a discussion of each of the research areas through brief reviews of relevant literature for each and a discussion of the theoretical and strategic implications associated with some CRM technologies and research areas. Next we present our framework, which focuses on e-CRM from the five research perspectives. We then present a theoretical framework for e-CRM in terms of the five research areas and how they affect one another, as well as e-CRM processes and both performance and non-performance outcomes.     

A Multi-User 3-D Virtual Environment with Interactive Collaboration and Shared Whiteboard Technologies

A multi-user 3-D virtual environment allows remote participants to have a transparent communication as if they are communicating face-to-face. The sense of presence in such an environment can be established by representing each participant with a vivid human-like character called an avatar. We review several immersive technologies, including directional sound, eye gaze, hand gestures, lip synchronization and facial expressions, that facilitates multimodal interaction among participants in the virtual environment using speech processing and animation techniques. Interactive collaboration can be further encouraged with the ability to share and manipulate 3-D objects in the virtual environment. A shared whiteboard makes it easy for participants in the virtual environment to convey their ideas graphically. We survey various kinds of capture devices used for providing the input for the shared whiteboard. Efficient storage of the whiteboard session and precise archival at a later time bring up interesting research topics in information retrieval.     

A Simulation Framework for Heterogeneous Agents

We introduce a generic simulation framework suitable for agent-based simulations featuring the support of heterogeneous agents, hierarchical scheduling, and flexible specification of design parameters. One key aspect of this framework is the design specification: we use a format based on the Extendible Markup Language (XML) that is simple-structured yet still enables the design of flexible models. Another issue in agent-based simulations, especially when ready-made components are used, is the heterogeneity arising from both the agents' implementations and the underlying platforms. To tackle such obstacles, we introduce a wrapper technique for mapping the functionality of agents living in an interpreter-based environment to a standardized JAVA interface, thus facilitating the task for any control mechanism (like a simulation manager) because it has to handle only one set of commands for all agents involved. Again, this mapping is made by an XML-based definition format. We demonstrate the technique by applying it to a simple sample simulation of two mass marketing firms operating in an artificial consumer environment.     

通用DCS仿真环境的研究

该文分析了仿真培训系统对运行环境的基本要求，在研究了其中的关键技术的基础上，设计并实现了仿真培训的网络运行环境，构建了功能完备的教师指令台和仿DCS操作站，编制了基于TCP／IP协议的通讯程序，提出了仿真模型软件片断运行机制和开发工具构造方法。     

企业过程工程环境的模型复用技术

给出了基于特定企业过程工程环境的模型复用技术，它以过程模型的拆分和组装技术为基础，在企事业过程的建模过程中能生成及使用模型构件；并在此基础上给出了模型构件库的构建及使用技术。     

交互技术在手写公式编辑中的应用

遵循泛化计算理论，设计实现了一个联机手写公式编辑系统，以提高识别率和交互(效)率．该系统采用上下文感知技术来辅助切分、解决符号的二义性；采用备选择优、直接指定技术来修正字符的识别结果；采用局部放大解决笔画交叉时的分割问题；最后还给出一个补笔算法．实验表明，这些技术的应用使得数学公式的识别率和系统交互(效)率得到有效的提高，同时使该系统具有自然、隐式交互的特点。     

网络环境下传统图书馆服务探析

传统图书馆在网络环境中既要继承传统的服务,又不拘泥于传统服务,充分利用网络技术条件,开展新时期网络条件下的图书馆服务工作。     

人力资本投资和收益问题初探

美国等发达国家的企业近几十年来,研究调整的是两种资本之间的关系:一种是出资人的货币资本,另一种则是人力资本。入世后,国内外企业间的投资、合资日益频繁,我们必须改变已固定了的思维模式,从我国的实际出发,树立人力资本投资和收益的意识,并在实践中加以应用。     

关于饭店清洁生产的思考

清洁生产是实施可持续发展的重要技术措施。随着《清洁生产促进法》的颁布，饭店业实施清洁生产已成为必然。针对我国饭店清洁生产的现状，饭店业必须从思想观念、推动机制和技术手段三个层面加强清洁生产的实施力度。     

Fuzzy Comprehensive Evaluation of Training Effect on Human Resource Development

On the basis of the essential connotation of the training effect on human resource development and the basic principles of setting up a index system, the evaluation index system of the training effect on human resource development in enterprises has been established. It evaluates the training effect on human resource development with the method of fuzzy comprehensive evaluation and achieves better results. It also provides a scientific, practical and quantitative method for the systematic analysis and comprehensive evaluation of the training effect on human resource development.