近年來，資訊科技的發展突飛猛進，尤其是網際網路的發展與應用在世界更是蔚為風潮，這一波網路革命帶來的衝擊對企業經營者而言，可能意謂著重大危機的來臨卻也可能是開創新局面的契機．本研究藉由探索性研究，首先以〞狀態流程圖〞分析企業提供顧客服務之傳統作業方式在時間和空間造成無效率之所在．繼之輔以相關之實例，分別說明企業運用網際網路後對企業程序在時間和空間構面造成之影響，組織形態之變化，以及經營績效之改變，並據以提出企業導入網際網路後服務顧客之具體作法，以為企業經營者導入網際網路之參考依據．

There has been a progressive improvement in information technology of recent years. Especially, The Internet is becoming a worldwide trend.The impacts brought by this communication revolution imply either anupcoming critical crisis or a new era for executives. This research, first, uses status diagram to analyze the inefficiency of timing &space caused by those businesses that adopted traditional customer services.Furthermore, with related examples, this research demonstrates the changes the Internet has on business activities, such as timing, space, organizational reforms, and business benefits. On the basis of previous discussion, this research offers practical suggestions of providing Internet basedservices, a reference to companies having interest to sign on the Net.