The following information was submitted:
Transactions: WSEAS TRANSACTIONS ON INFORMATION SCIENCE AND APPLICATIONS
Transactions ID Number: 89-154
Full Name: Jyhjong Lin
Position: 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: An Ontology-Based Architecture for Consumer Support Systems
Authors as they appear in the Paper: Jyhjong Lin, Jenperng Yu, and Changling Hsu
Email addresses of all the authors: jlin@mail.mcu.edu.tw, jpyu@mail.mcu.edu.tw, Johnny@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 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, a new paradigm, namely Consumer Support Systems (CSS) is initiated to support effective information provision for customers to help on their decision making. In this paper, we present an ontology-based architecture for such a new CSS paradigm. 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. In partic!
ular, for those inherent integration issues in CSS, it imposes semantic ontologies on the specifications to facilitate integration among customers and enterprises. The architecture is modeled by UML and illustrated by a CSS for travel arrangement.
Keywords: customer relationship management, consumer support system, ontology-based, architecture, UML
EXTENSION of the file: .pdf
Special (Invited) Session: A Construction Method for the Ontology of Customer Information in Consumer Support Systems
Organizer of the Session: 697-213
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