信息管理系统的多样化与个性化开发、推广普及和实施、学生实习在客户关系、社会管理与工程上的应用.doc

Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trustDecision Support SystemsTrust (integrity, benevolence, and ability) is the central dimension of e-commerce systems adoption. Based on customer self-service systems and humancomputer interaction logics, affective variables are important research issues to fully understand the relationship between information systems development and e-trust. In this paper, the effects of the perceived Web quality with service contents on e-trust, mediated by the website users affective variables (enjoyment and anxiety), are tested and discussed (n=325). Flow, social contract, social cognitive, resource allocation, and trust theories are discussed in the paper to support the proposed hypotheses. Theoretical and practical implications of these findings are also discussed.Personalized Service System Based on Hybrid Filtering for Digital LibraryTsinghua Science & TechnologyPersonalized service systems are an effective way to help users obtain recommendations for unseen items, within the enormous volume of information available based on their preferences. The most commonly used personalized service system methods are collaborative filtering, content-based filtering, and hybrid filtering. Unfortunately, each method has its drawbacks. This paper proposes a new method which unified partition-based collaborative filtering and meta-information filtering. In partition-based collaborative filtering the user-item rating matrix can be partitioned into low-dimensional dense matrices using a matrix clustering algorithm. Recommendations are generated based on these low-dimensional matrices. Additionally, the very low ratings problem can be solved using meta-information filtering. The unified method is applied to a digital resource management system. The experimental results show the high efficiency and good performance of the new approach.Understanding success and failure in customer relationship managementIndustrial Marketing ManagementCustomer Relationship Management (CRM) systems can help organizations manage customer interactions more effectively. Like many new technologies, CRM has been accompanied by vendor hype and stories of implementation failure. Work on critical success factors (CSFs) should encourage more appropriate implementation practice; however many CSF studies conclude with a list of factors but provide little further guidance. In particular, there is a need for stronger theoretical models of the entire CRM innovation process which can be used by managers to understand better the underlying causes of success and failure. This paper adopts a novel approach to this problem by firstly developing a conceptual model of CRM innovation and then converting this model into a dynamic simulation model. Some early simulation results illustrating changes in CRM benefits and organizational support over time are presented together with a discussion of the underlying causes and suggestions for how managers can counteract potential innovation failure.Development and evaluation of an RFID-based e-restaurant system for customer-centric serviceExpert Systems with Applications基于射频识别的电子化餐馆电子信息管理系统：以客户为中心的服务评估与开发Traditional restaurant service is passive: waiters must interact with customers directly before processing their orders. However, a high quality customer-centered service system would actively identity customers, their favorite meals and their expenditure records. To achieve this goal, this study integrates radio frequency identification (RFID), wireless local area network (WLAN) and database technologies to develop an e-restaurant system for customer-centric service, which enables waiters to immediately identify customers via RFID-based membership cards and then actively provide customized services. The user interface of the proposed system is built with Visual C# 2005 and eMbedded Visual C+, and the database is built on Microsoft SQL Server 2005 for Server management and statistic reporting. The WLAN and RFID technologies are used to transmit real-time information of each dining table. To verify the effectiveness of the proposed system, a series of experiments was conducted in two restaurants. A questionnaire survey administrated to waiters and customers confirmed the effectiveness of the proposed e-restaurant system in providing customer-centric service. Furthermore, extensive interviews with restaurant owners revealed very positive feedback.An object-oriented development method for Customer Knowledge Management Information Systems客户知识管理系统：一种面向系统业务目标的开发方法Knowledge-Based SystemsFor the advances of Internet technologies in recent years, electronic commerce (EC) has gained many attentions as a major theme for enterprises to keep their competitiveness. Among all possible endeavors for the EC, research has shown that effective management of customer relationships by taking advantage of customer knowledges is a major source for keeping competitive differentiation. Therefore, it is commonly recognized as an important goal for an enterprise to promote its managerial effectiveness on customer relationships through a prospective customer knowledge-based information system to achieve the so-called Customer-Oriented EC. In this paper, we present an object-oriented method for the development of such a Customer Knowledge Management Information System (CKMIS). The method starts from the identification of customers and their desired knowledge-accessed behaviors, through the recognition of a system architecture that supports the identification and realization of these behaviors, and finally ends with the analysis and design of the architectural classes/objects that collaborate to identify and realize these behaviors. The method is use case driven with UML notations utilized and extended as its modeling tool. To illustrate, the method is applied to an exemplified CKMIS for a book publishing company.Evaluating customer aid functions of online stores with agent-based models of customer behavior and evolution strategyInformation SciencesWith competitive pressure growing in online markets, many Internet stores provide various customer aid functions such as personalized pages to help customers shop more effectively and efficiently. Evaluating such customer aid functions is usually costly because it requires full or partly-working systems and many human testers. In order to address this problem, this research presents a novel approach to evaluating customer aid functions with agent-based models of customer behavior and evolution strategies. Agent-based modeling is used to imitate users rational behavior at Internet stores with regard to browsing and collecting product information. It is assumed that users evolve their browsing skill and strategy over time, to maximize the efficiency and effectiveness of their shopping, and hence, evolution strategy, an optimization method, is combined with the agent-based model to find the rational behavior of each user. The rational behavior is then used to simulate the virtual shopping of users and to evaluate the performances of target customer aid functions. Several experiments were performed to illustrate the use of the approach, where the personalized recommendation page of a virtual online DVD rental store is evaluated in comparison with more general functions such as listing most popular products or sorting categories. The results show that a personalized page might not always be the best customer aid function for all users compared to the simpler ones.Process completeness: Strategies for aligning service systems with customers service needsBusiness HorizonsIncreasingly, customers are expecting more and better service. As such, enterprises need guidelines and frameworks for addressing these expanding requirements. The concept of process completeness helps us to consider service from the customers viewpoint; arguably, the only perspective to take. Process completeness is achieved when a firms service delivery system matches the typical customers breadth of expectations. While customers think in sets of services (e.g., I need a flight, a hotel, airport parking, wireless Internet), firms think in terms of single services (e.g., we can provide a flight). There are four basic service systems: (1) transactionexecute a basic request and nothing else, (2) processhandling all firm-related service requests through one touch point, (3) alliancehandling service requests through a single touch point via stitching together a static firm-selected alliance of service partners, and (4) agilityhandling service requests through a single touch point via stitching together a dynamic customer-selected alliance of service partners. In addition to exploring the four service systems, this article guides executives regarding the selection and implementation of the appropriate service strategy that meets their typical customers process completeness expectations.体现在企业生产和业务过程中的竞争力：将服务提供系统与客户的需求紧密协调与结合的策略Design and implementation of a fuzzy inference system for supporting customer requirementsExpert Systems with Applications模糊化参考决策支持系统的设计和投入使用的实施：对客户要求的满足提供的支持Efficient and effective response to the requirements of customers is a major performance indicator. Failure to satisfy customer requirements implies operational weaknesses in a company. These weaknesses will damage both the rights of customers and the reputation of the company. The traditional method of handling customer requirement for a machine tool manufacturer was dominated by manual process and subjective decision. In this study, we improved the operation process of handling customer requirement. The framework of a customer requirement information system (CRIS) for machine tool manufacturers was then analyzed, integrating rule-based fuzzy inference and expert systems, and a prototype system developed. The CRIS supports both customers and service personnel in providing a systematic way of fulfilling and analyzing customer requirements. The system was installed and operated in a machine tool manufacturer and the performance was found promising.Towards a holistic perspective of customer relationship management (CRM) implementation: A case study of the Housing and Development Board, SingaporeOrganizations have increasingly recognized the importance of managing customer relationships, and many organizations are turning to customer relationship management (CRM) to better serve customers and facilitate closer relationships with them. This paper examines the implementation of CRM at the Housing and Development Board (HDB) in Singapore. The CRM architecture (comprising operational CRM, collaborative CRM and analytical CRM) deployed at HDB reflects a holistic approach to CRM implementation that integrates three key perspectives of CRM, namely, the business, technology and customer perspectives. Drawing from the case study, we present a holistic framework for CRM that binds information technologies with business processes for the delivery of high service quality.The priority factor model for customer relationship management system successAs the market competition becomes keen, constructing a customer relationship management system is coming to the front for winning over new customers, developing service and products for customer satisfaction and retaining existing customers. However, decisions for CRM implementation have been hampered by inconsistency between information technology and marketing strategies, and the lack of conceptual bases necessary to develop the success measures. Using a structural equation analysis, this study explores the CRM system success model that consists of CRM initiatives: process fit, customer information quality, and system support; intrinsic success: efficiency and customer satisfaction; and extrinsic success: profitability. These constructs underlie much of the existing literature on information system success and customer satisfaction perspectives. We found the empirical support for CRM implementation decision-making from 253 respondents of 14 companies which have implemented the CRM system. These findings should be of great interest to both researchers and practitioners.Individual and group behavior-based customer profile model for personalized product recommendationThe development of efficient customer profile models is crucial for improving the recommendation quality of the recommendation system. In this paper, we propose a new customer profile model based on individual and group behavior information such as clicks, basket insertions, purchases, and interest fields. We also implement a recommendation system using the proposed model, and evaluate the recommendation performance of the proposed model in terms of several well known evaluation metrics. Experimental results show that the proposed model has a better recommendation performance than existing models.Combining subjective and objective QoS factors for personalized web service selection手机网络个性化系统化的开发：主客观目标因素实现与网络服务提供种类的选择Web service is an emerging Internet technology to dynamically describe, discover and communicate. According to the Web Service Architecture (WSA) published by W3C, users can find services through the repository Universal Description, Discovery and Integration (UDDI). However, the UDDI may find many web services with similar functions without considering the nonfunctional quality of service (QoS) information. Under such circumstances, users may have difficulty deciding which service is suitable. This paper proposes a fuzzy-based UDDI with QoS support. Unlike many similar researches, the proposed method tries to consider not only the objective factors described by service providers but also the subjective information with trustability evaluations from users who use those services. Genetic algorithm (GA) is adapted to learn user preferences, and fuzzy logic is applied for making decisions. With a fuzzy query interface to input subjective and objective factors, users can determine the most suitable web service for personal use.Use of electronic information systems in nursing managementPilot implementation of health information systems: Issues and challengesMedical Informatics驾驶员、司机的健康信息系统实施：挑战与存在的问题ObjectivesThis study aims to explore the issues and challenges involved in designing and organizing pilot implementations of health information systems (HIS). Pilot implementations are a widely used approach for identifying design flaws and implementation issues before full-scale deployment of new HIS. However, it is not uncommon for pilot implementations to fail in the sense that little can be learned from them. MethodWe employed an interpretive case study approach in attempting to throw light on the reasons why pilot implementations sometimes fail. We studied the (failed) pilot implementation of an electronic Pregnancy Record (ePR) in Denmark. Our primary data collection methods comprised participant observations, semi-structured interviews and document analyses. ResultsBased on a comprehensive evaluation of the implementation process, we identify three major challenges that complicated the pilot project and eventually led to its failure, namely difficulties in (1) defining an appropriate scope for the pilot implementation, (2) coping with unanticipated technical and practical problems, and (3) ensuring commitment from test users and their managers. ConclusionPilot implementations are a very useful technique for developing HIS, but also one that is very difficult to do successfully. It is sometimes assumed that pilot implementations are less complicated and risky than regular, full-scale implementations. However, pilot implementations are not just small-scale versions of conventional implementations; they are fundamentally different and they have their own complications and issues to deal with that make them hard to design and manage.1. Introduction2. Background 2.1. Prototyping2.2. Pilot implementation2.3. Definition of pilot implementation3. Case study 3.1. The electronic pregnancy record3.2. The pilot implementation4. Research methodology 4.1. Data collection4.2. Data analysis5. Analysis of the case study findings 5.1. Defining the scope5.2. Coping with unanticipated technical and practical problems5.3. Ensuring commitment from users and their managers6. Discussion7. ConclusionThe effects of information technology on knowledge management systemsDue to the rapid development of knowledge and information technology (IT), business environments have become much more complicated. In order to cope with ensuing complications, enterprises ought to incessantly innovate; otherwise, it will be very difficult for them to survive in the marketplace. Hence, many enterprises have applied IT in order to cut production costs, introduce innovations in products and services, promote growth, develop alliances, lock in customers and suppliers, and create switching costs and raise barriers to entry. In other words, IT can help a firm aiming to gain a competitive advantage. In addition, many studies have argued that business value comes mainly from intangible assets, such as knowledge. Thus, knowledge workers will be able to replace clerical workers as the new mainstream of manpower resources, a field in which the development of IT is the major force for change in knowledge management system (KMS). Therefore, based on the definition of the five gaps in KMS, this study explores the role and effect of IT in the implementation of KMS on firms; moreover, relationships between KMS and IT are analyzed and demonstrated by means of the literature reviews, expert interviews and questionnaire analyses. Furthermore,