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Article
Customer experience management in E-services
Studies in Computational Intelligence
  • Zhaohao Sun, University of Wollongong
  • Sim K Lau, University of Wollongong
Document Type
Journal Article
Publication Date
1-1-2007
Abstract
E-services are the provision of services over the Internet. Customer experience management (CEM) is a vital part for e-services and Web services. This chapter will examine CEM in e-services by providing a unified architecture (SSES) and an intelligent system architecture (MEMES) as well as a cybernetic model for B2B e-services. The SSES unifies eservices, Web services and infrastructure services into a hierarchical framework. The MEMES is a high level system model for implementing multiagent CEM system for e-services. Both architectures tie together methodologies, techniques, and applications into a unified framework that includes both logical and intelligent embodiment of the aspects of CEM in e-services. The cybernetic model provides a new insight into B2B e-services with feedback from e-servicecustomers. The chapter also explores case-based e-service recommendation. It is argued that the proposed approach will facilitate the development of CEM, e-business and e-service.
RIS ID
21945
Citation Information
Zhaohao Sun and Sim K Lau. "Customer experience management in E-services" Studies in Computational Intelligence Vol. 37 (2007) p. 365 - 388
Available at: http://works.bepress.com/slau/25/