| 主动服务导向下的服务挖掘模型研究 |
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| 引用本文： | 王虎,喻立.主动服务导向下的服务挖掘模型研究[J].武汉理工大学学报(信息与管理工程版),2010,32(2):284-288. |
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| 作者姓名： | 王虎 喻立 |
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| 作者单位： | 武汉理工大学,管理学院,湖北,武汉,430070 |
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| 摘 要： | 服务挖掘的目的是通过对客户行为的分析,结合客户服务信息和标准服务规则寻求最佳服务方式,它强调主动服务、服务提前和最大限度地减小客户损失,并且使企业的资源得到合理配置.提出了主动服务的概念,描绘了服务挖掘的基本构架,在此基础上探讨了客户行为分析流程,对服务挖掘涉及的各种工具和方法进行了归纳,并提出了服务挖掘模型.
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| 关 键 词： | 主动服务 服务挖掘构架 服务挖掘模型 |
Service Mining Model in the Direction of Active Service |
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| WANG Hu,YU Li Prof.,School of Management,WUT,Wuhan ,China..Service Mining Model in the Direction of Active Service[J].Journal of Wuhan University of Technology(Information & Management Engineering),2010,32(2):284-288. |
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| Authors: | WANG Hu YU Li Prof School of Management WUT Wuhan China |
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| Affiliation: | WANG Hu,YU Li Prof.,School of Management,WUT,Wuhan 430070,China. |
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| Abstract: | The service mining objective is to find the optimal service mode through analyzing customer behavior,customer service information and standard service rule.Service mining emphasizes active and advanced service,minimizing customer loss and reasonably allocating business resources.The concept of active service was presented and service mining was constructed.In the framework of service mining,the process of customer behavior analysis was discussed;various tools and measures used for service mining were summar... |
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| Keywords: | active service service mining framework service mining model |
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