知识型客户服务机构的知识库构建研究  

Research on the Construction of Knowledge Base in Knowledge-based Customer Service Institution

作　　者：李霞[1] 樊治平[1] 冯博[1] 冯勇[1] 

机构地区：[1]东北大学工商管理学院,沈阳110004

出　　处：《科学学与科学技术管理》2007年第8期92-96,102,共6页Science of Science and Management of S.& T.

基　　金：国家教育部高等学校优秀青年教师教学科研奖励计划资助项目(教人司[2002]123);辽宁省自然科学基金资助项目(20052025);东北大学流程工业综合自动化教育部重点实验室资助项目(JCLL-01-05)

摘　　要：知识库构建是知识型客户服务机构存储知识资源、进行高效服务的基础。对知识型客户服务机构知识库的概念与特点进行了阐述、分析,提出了一个知识型客户服务机构知识库构建的总体框架,并进一步对其中的知识库构建过程和组织实施过程进行了详细分析。通过一个实例验证了所提总体框架的应用价值及实践意义。The construction of knowledge base is the foundation for knowledge-based customer service institution （KBCSI） to store knowledge resource and achieve high efficiency service. In this paper, firstly the concepts and characteristics of knowledge base of KBCSI were introduced and analyzed. Secondly, an overall framework was proposed to build knowledge base for KBCSI, and then the processes of the construction and implementation in the proposed framework were further analyzed in detail. Finally, a case was given to prove the framework presented above on application value and practical significance. The research of our paper provides KBCSI with the guidance on Knowledge base construction both in theory and practice.

关 键 词：知识型客户服务机构 知识库 框架 

分 类 号：F270.7[经济管理—企业管理]