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題名：對線上常見問題解答系統的改進
書刊名：資訊管理學報
作者：楊亨利 引用關係／溫鳳祥
作者(外文)：Yang, Heng-li／Wen, Feng-Shiang
出版日期：2004
卷期：11:2
頁次：頁1-33
主題關鍵詞：常見問題集；顧客關係管理；關係行銷；售後服務；軟體代理人；代理人程式；社群；Frequently asked questions；FAQ；Customer relationship；management；CRM；Relationship marketing；Post-sale service；After-sale service；Software agent；Community
原始連結：連回原系統網址new window
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在行銷活動中，售後服務是維持顧客滿意度的重要環節。本研究以售後服務中的產品常見問題集 (Frequently Asked Questions，縮寫為FAQ) 為主題，提出一個FAQ導覽與維護的架構，並實作其雛型系統。使用者可以在系統的協助下，瀏覽與產品有關的FAQ，若找不到想要的資訊，則可以提出新的問題，要求公司為其解答。本架構運用代 理人程式的觀念，協助FAQ導覽與新問題處理工作的進行，並利用社群討論的方式，為顧客提出的新問題尋求解答。為了讓企業重視FAQ的維護工作，本研究試圖將FAQ的維護責任與公司的客服體制作初步的結合;其作法是將新問題的處理責任加諸於公司的員工，並由公司主管監督其工作進度。藉由這些努力，本研究希望塑造出一個良好的FAQ服務環境，使得顧客與企業能互蒙其利。
Post-sale service (i.e., after-sale service) is a vital part of marketing activities for maintaining customer satisfaction. This study focuses on product FAQs (Frequently Asked Questions) in the post-sale service category, proposes a framework to allow FAQ navigation and maintenance on the Internet, and implements a prototype system. Users can browse product-related FAQs with assistance from the system. If they cannot find satisfactory information, they could issue new requests, and the company would then resolve them. The system applies software agents to assist the process of FAQ navigation and answering of new questions. Customer requests can also be solved by a community-discussion approach. To force organizations to pay more attention to post-sale service, this study tries to incorporate FAQ maintenance into customer services by requiring employees to answer any raised questions, and allowing the managers to monitor the performance of those employees. Through such efforts, this study establishes a FAQ service environment and creates a win-win situation for both customers and companies.
期刊論文
1.Wehling, B.(1996)。The Future of Marketing。Vital Speeches of the Day，62(6)，170-173。  new window
2.Prakash, A.(1996)。The Internet as a Global Strategic IS Tool。Information Systems Management，13(3)，45-49。  new window
3.Sycara, K.、Pannu, A.、Willamson, M.、Zeng, D.、Decker, K.、Williamson, M.(1996)。Distributed Intelligent Agents。IEEE Expert，11(6)，36-45。  new window
4.Copulsky, Jonathan R.、Wolf, Michael J.(1990)。Relationship Marketing: Positioning for the Future。Journal of Business Strategy，11(4)，16-20。  new window
5.Srivastava, Rajendra K.、Shervani, Tasadduq A.、Fahey, Liam(19990101)。Marketing, business processes, and shareholder value: An organizationally embedded view of marketing activities and the discipline of marketing。Journal of Marketing，63(4)，168-179。  new window
6.Genesereth, M. R.、Ketchpel, S. P.(1994)。Software Agents。Communications of the ACM，37(7)，48-53。  new window
7.Shani, D.、Chalasani, S.(1992)。Exploiting niches using relationship marketing。The Journal of Consumer Marketings，9(6)，223-245。  new window
8.Stone, Merlin、Woodcock, Neil、Wilson, Muriel(1996)。Managing the Change from Marketing Planning to Customer Relationship Management。Long Range Planning，29(5)，675-683。  new window
9.Grönroos, Christian(1994)。From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing。Management Decision，32(2)，4-20。  new window
10.Caldwell, J.(2000)。Building a Sustainable E-Business CRM Strategy。Agency Sales Magazine，30(5)，23-27。  new window
11.Etzioni, O.、Weld, D. S.(1995)。Intelligent Agents on the Internet: Fact, Fiction, and Forecast。IEEE Expert: Intelligent Systems & Their Applications，10(4)，44-49。  new window
12.Fraone, G.(1997)。More Than Just a Sale。Electronic Business Today，23(8)，47-49。  new window
13.Galbreath, J.(1998)。Relationship Management Environments。Credit World，87(2)，14-21。  new window
14.Marmorek, E. S.(1990)。After the Sale Is Closed, What's the Next Step?。National Underwriter: Life & Health/ Financial services Edition，November。  new window
15.McDonald, L.(1993)。Setting New Standards for Customer Advocacy。The Journal of Business Strategy，14(1)，11-15。  new window
16.Melville, C. H.(1993)。Let's Get Intimate。Agency Sales Magazine，23(9)，58-59。  new window
17.Nejmeh, B. A.(1994)。Internet: A Strategic Tool for the Software Enterprise。Communications of the ACM，37(11)，23-27。  new window
學位論文
1.黃志楊(1999)。資訊曝露量與品牌效應對網路行銷效果之研究，沒有紀錄。  延伸查詢new window
2.王劍秋(1998)。以軟體代理程式建構之全球資訊網顧客售後服務系統，沒有紀錄。  延伸查詢new window
圖書
1.Janal, D. S.(1995)。Online marketing handbook - How to sell, advertise, publicize, and promote your products and services on the internet and commercial online systems。Online marketing handbook - How to sell, advertise, publicize, and promote your products and services on the internet and commercial online systems。New York, NY：Van Nostrand。  new window
2.Caglayan, A.、Harrison, C.(1997)。Agent Sourcebook。沒有紀錄：John Wiley ＆ Sons, Inc.。  new window
3.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York：The Free Press。  new window
4.Hanson, Ward A.(2000)。Principles of internet marketing。South-Western College Publishing。  new window
5.Kalatoka, R.、Whinston, A. B.(1999)。電子商務概論。電子商務概論。沒有紀錄。  延伸查詢new window
6.Bender, P. S.(1976)。Design and Operation of Customer Service Systems。Design and Operation of Customer Service Systems。沒有紀錄。  new window
7.Brenner, W.、Zarnekow, R.、Wittig, H.(1998)。Intelligent Software Agents: Foundations and Applications。Intelligent Software Agents: Foundations and Applications。沒有紀錄。  new window
8.Janal, D. S.(2000)。Dan Janal's Guide to Marketing on the Internet: Getting People to Visit, Buy, and Become Customers for Life。Dan Janal's Guide to Marketing on the Internet: Getting People to Visit, Buy, and Become Customers for Life。沒有紀錄。  new window
9.Keeler, L.(1995)。Cyber Marketing。Cyber Marketing。New York, NY。  new window
10.Sterne, J.(1995)。World Wide Web Marketing: Integrating the Internet into Your Marketing Strategy。John Wiley ＆ Sons, Inc.。  new window
其他
1.夏心華(1996)。網路搖錢術？企業搖錢樹！，沒有紀錄。  延伸查詢new window
2.BotSpot(2002)。Bots By Category，沒有紀錄。  延伸查詢new window
 
 
 
 
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