面向用户学习的产品知识地图构建研究  

Product Knowledge Map Construction--A User-Learning Oriented Method

作　　者：杨春姬 陈智高[1] 马玲[1] YANG Chunji CHEN Zhigao MA Ling(East China University of Science ＆ Technology, Shanghai 200237, Chin)

机构地区：[1]华东理工大学商学院

出　　处：《信息系统学报》2016年第2期71-81,共11页China Journal of Information Systems

基　　金：国家自然科学基金项目(71001037);中央高校基本科研业务费专项资金项目

摘　　要：企业通过在线平台向用户提供产品知识、帮助其了解产品知识和解决使用问题是提高客户满意度的重要手段。在传统的知识地图构建方法基础上,如何合理表示和组织产品的知识单元,是知识系统能够有效应对特定用户知识学习需求的关键。本文从用户学习需求出发,采用产品概念设计的FBS方法对产品知识进行分类,利用Web本体语言对产品知识结构进行分层表达,探究产品知识地图的构建方法。最后,以数码相机为例构建示例系统阐述方法的应用,并通过用户实验评价构建的知识地图,检验该构建方法的可行性。Enterprise provides product knowledge service through online platform can help users learn product knowledge and solve related problems. How to properly represent knowledge units of products is critical to enterprise after-sales service when answering specific user-learning needs. This study proposes a product knowledge map construction method. First, we start from user-learning needs and categorize product knowledge based on FBS method from product conceptual design. Then, we represent product knowledge structure hierarchically by using web ontology language. Finally, we construct a sample system of digital camera to apply the proposed method and conduct an experiment to assess the quality of constructed knowledge map and practicability of this method.

关 键 词：知识地图 用户学习 产品知识 FBS 

分 类 号：C931.6[经济管理—管理学]