Building Customer Complaint Ontology：Using OWL to Express Semantic Relations
Customer complaint is an important kind of information coming from customers and it is a primary measure of customer dissarisfaction.In order that complaint information could be understood and processed by machine automatically,more semantic descriptions are needed.Ontology has become a promising technology to express semantics and OWL(Ontology Web Language)has the ability to express semantic relations in building complaint ontology.In this paper, we put forward a framework of customer complaint ontology after considering capabilities to express semantic relations provided by QWL.Then we use Protégé-2000 to build OWL representation5 of the customer complaint ontology and make some analyses.Our exploration might not standardize customer complaint ontology.We explore with the intcntion to help people better understand the rationality in expressing concepts and relations between the concepts in customer complaint management in order that OWL customer complaint ontology and other domain ontology are improved and standardizcd as soon as possible.
Customer complaint ontology Framework OWL Semantic relations
Yan Yalan Zhang Jinlong
School of Management,Huazhong University of Science and Tecimology,Wuhan,P.R.China,430074
国际会议
2006 Interntional Conferecne on Management of Logistics and Supply Chain(2006物流与供应链管理国际研讨会)
长沙
英文
433-437
2006-09-20（万方平台首次上网日期，不代表论文的发表时间）