基于汽车售后服务本体模型的汽车服务案例式推理研究  

Study on Case-Based Reasoning for Auto Service Based on Ontology Model of Automotive after-Sale Service

作　　者：曾珠[1] 吕书玉 李冰[1] 

机构地区：[1]武汉理工大学管理学院,湖北武汉430070 [2]中国船舶重工第七○九研究所,湖北武汉430070

出　　处：《工业工程》2013年第3期77-83,共7页Industrial Engineering Journal

基　　金：国家自然科学基金资助项目(71071122);湖北省科技厅攻关项目(20102s0014)

摘　　要：将本体论理论方法应用于汽车售后服务领域,利用本体论构造客户驾驶行为本体、驾驶环境本体和汽车领域本体,并结合这三个本体之间的关联,构建汽车售后服务本体模型,从而厘清了影响汽车售后服务诸因素的内在关联。根据汽车售后服务本体模型提出驾驶行为相似度和驾驶环境相似度的度量方法,基于驾驶行为相似度、道路环境相似度和气候环境相似度,提出了案例相似度的计算方法。Ontology theories are applied to after-sale service of motor car in this paper.In modeling the problem,three ontology models are constructed,they are：ontology of driving behavior,ontology of driving environment,and ontology of automobile domain.With these models and their association,an ontology model for automotive after-sale service is built.Thus,the intrinsic factors affecting automotive after-sales service are clarified.Then,based on the model,a similarity calculation method for automotive after-sale service is put forward based on case-oriented reasoning.

关 键 词：汽车售后服务 案例式推理 本体 

分 类 号：C93[经济管理—管理学]