The following information was submitted:
Transactions: WSEAS TRANSACTIONS ON INFORMATION SCIENCE AND APPLICATIONS
Transactions ID Number: 28-856
Full Name: Jyhjong Lin
Position: Associate Professor
Age: ON
Sex: Male
Address: Dept. of Information Management, Ming Chuan University, No. 5, Der-Ming Rd., Kweishan, Taoyuan County, Taiwan 333
Country: TAIWAN
Tel: 886-3-3507001 ext. 3420
Tel prefix:
Fax: +886-3-3593875
E-mail address: jlin@mail.mcu.edu.tw
Other E-mails: cialin92@yahoo.com.tw
Title of the Paper: A Consumer Support Architecture for Enhancing Customer Relationships
Authors as they appear in the Paper: Jyhjong Lin
Email addresses of all the authors: jlin@mail.mcu.edu.tw
Number of paper pages: 13
Abstract: For enterprises, customer relationships have been commonly recognized as a critical factor to succeed their business. Effective customer relationships could help enterprises deliver services/products to customers based on their needs, preferences, or past transactions. This model however emphasizes on the use of customer information for benefiting enterprises; customers in contrast receive less information from enterprises. To address this issue, such technologies have been proposed as recommendation systems and intelligent agents that provide customers with more sufficient information for their possible needs/helps. These technologies, nevertheless, have still some shortcomings that initiate the recent discussion of a new paradigm, namely Consumer Support Systems (CSS). CSS is specifically structured to support effective information provision from enterprises to consumers where sophisticated information management mechanisms are necessarily employed to help on con!
sumer decision making. In this paper, we present an architecture for the construction of such a new CSS paradigm that provides an advanced management of customer relationships by emphasizing on the information provision from enterprises to consumers. The architecture starts from the identification of CSS characteristics, through the recognition of architectural components that support the realization of these issues, and finally ends with the specification of collaborations among architectural components to realize these issues. The architecture is modeled by UML notations and illustrated by a CSS for book publishing.
Keywords: Customer relationship management, Consumer support system, Architecture, UML
EXTENSION of the file: .doc
Special (Invited) Session: An Architecture for Consumer Support Systems
Organizer of the Session: 609-477
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