本論文目的在提出一個以網頁為基礎的智慧型客戶服務櫃檯，經由本系統的使用，能在良好的互動關係下對客戶進行充份瞭解，冀以提昇整體客戶服務品質並為企業獲取更高的利潤。
以網頁為基礎的智慧型客戶服務櫃檯是一整合性的網路服務系統，其包含以電子化服務為基礎的資料提供、資料分析與櫃檯三個模組，資料提供模組除了存放有關客戶的歷史交易與客戶基本資料外，為有效建立商業領域知識庫，透過交談式的使用者介面協助使用者建立領域知識庫。資料分析模組使用商業知識庫中的商業規則對客戶歷史資料進行推論與分析，其結果由櫃檯模組呈現在客戶端網頁上。本論文使用UML(Unified Modeling Language)對這三種模組進行分析與設計，將電子化服務元件的開發過程模組化，以使電子化服務元件的使用更具彈性，最後將三個模組整合為電子化客戶關係管理應用系統。
在論文中舉例之系統是一個允許服務提供廠商透過後端介面輸入專業領域的背景知識，或是轉換已解答之常問問題 (FAQ) 並將之儲存在知識庫中，客戶可以利用網頁上的服務櫃檯直接提出問題或進行搜尋，在分析客戶消費行為特性與產品特性後，以主動或被動的方式為客戶進行服務。經數個實際範例證明，確實可以達成預期的目標。

The purpose of this thesis is to propose a customer service counter of intellectual type by using web page as a basis. Through the application of this proposed system, it becomes available to understand fully the relationship with respect to our customers under excellent and interactive conditions. By doing so, service quality of entire clients is promoted and this proposed system could help enterprises acquire much higher profits.
Intelligent service counter with web page as basis is an integrated web service system. This system consists of three modules including e-service based data provision, data analysis, and counter. Data source module can archive not only the information of transaction history but also the customer profile. In order to establish business knowledge base, it is necessary to go through user interface using dialogue to assist and communicate with users. Analysis module utilizes business rule in business knowledge bank to proceed with inference and analysis with respect to customer historical data, and its results are presented on web page of customer end through counter module. This thesis utilizes UML (Unified Modeling Language) to proceed with analysis and design toward these three modules, and to modularize the development procedure of e-service device such that the e-service device utilization becomes much more flexible. Finally, these three modules are integrated as a prototype system for customer relation.
The system illustrated as an example mentioned in this thesis is a type of background knowledge which permits vendors that offer services to input professional field through rear end interface, or to convert the frequently asked questions (FAQ) and store them into knowledge bank. Customers can utilize the service counter to directly raise and ask their questions or to proceed with search function. After analyzing the customers’ consuming behaviors or products’ characteristics, this proposed system would provide the usage of active or passive method to proceed with services for customers. After the confirmation using several genuine examples, it is verified that our expected goal is completely achieved.

授權書iii
中文摘要v
英文摘要vi
誌謝viii
目錄ix
圖目錄xii
表目錄xiv
第一章 緒論1
1.1 研究背景1
1.2 研究動機2
1.3 研究目的3
1.4 研究問題4
1.5 研究限制5
1.6 論文架構6
第二章 相關研究文獻探討7
2.1 客戶關係管理7
2.1.1 電子化客戶關係管理11
2.2 電子商務與電子商業現況與發展14
2.3 電子化服務17
2.3.1 國內外電子化服務研究現況21
2.4 相關發展技術22
2.4.1 Jini23
2.4.2 統一化塑模語言28
2.5 文獻探討分析29
第三章 電子化客戶關係管理之研究30
3.1 研究步驟33
3.1.1 需求收集34
3.1.2 分析37
3.1.3 設計與映對41
3.1.4 實作與測試44
3.2 研究方法與架構45
第四章 網頁為基礎的電子化客戶關係管理–以智慧型服務櫃檯為例47
4.1 需求收集47
4.1.1 需求映對47
4.1.2 系統功能49
4.2 系統分析58
4.3 系統設計63
4.4 系統雛形展示72
第五章 系統使用性分析81
第六章 結論與未來研究方向84
參考文獻88
附錄一95
附錄二100
附錄三109
附錄四110

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