网络环境下客户信息主动获取研究  

Research on Active Customer Information Acquisition in Network Environment

作　　者：叶作亮[1] 顾新建[1] 暴志刚[1] 战洪飞[1] 

机构地区：[1]浙江大学

出　　处：《中国机械工程》2006年第22期2362-2365,2369,共5页China Mechanical Engineering

基　　金：国家863高技术研究发展计划资助项目(2005AA411910);国家自然科学基金资助项目(50575204;60374057);高等学校博士学科点专项科研基金资助项目(20020335059)

摘　　要：通过分析企业中客户参与和客户信息获取的重要性,指出客户行为是区分客户信息获取模式的决定性因素,由此提出客户信息主动获取的概念,并阐述了其主要特征。构建了多用户参与的客户信息主动获取模型(MUPIA)以支持集成的客户参与和客户信息获取,并对该模型的层次结构和其中的关键元素进行了研究。在此基础上,还构建了多用户交互集成框架来实现客户信息主动获取的应用,重点研究了多用户交互过程的实现。实例表明,客户信息主动获取模式提高了客户信息获取质量,有利于产品制造的客户参与,是一个多方互动的客户信息获取模式。Acquisition of customer information and customer participation are important concerns for the modern enterprise. The conception of Active Customer Information Acquisition （ACIA） was presented, since customer＇s behaviors were the key factors to distinguish the mode of customer information acquisition, and its main features were addressed. Then a Multi--User Participation Information Acquisition （MUPIA） model was built based on this conception to support the integral customer participation and information acquisition, and the model＇s hierarchy and crucial elements were ana- lyzed. Furthermore, a multi--user interaction integration framework was proposed to realize the active customer information acquisition system, the interaction process among users was emphasized in the framework. A case study shows that ACIA mode improves the quality of customer information and customer＇s involvement in designing products. This work is an effort to improve the capability to acquire high quality customer information in network environment.

关 键 词：客户信息主动获取 信息获取模式 客户信息质量 信息获取模型 

分 类 号：TP311.52[自动化与计算机技术—计算机软件与理论] F403.4[自动化与计算机技术—计算机科学与技术]