The Design of an e-PSA Service Architecture for CEM

摘要：

The current paper argued that information technology can bring a different and unique customer experience to the mass through the creation of an Electronic Personal Shopping Assistant(or e-PSA) service. Based on extensive empirical research, using comparative and dynamic analysis, the paper presented the architecture of e-PSA service and explained what its business value is. Furthermore, this paper discussed the feasibility of the e-PSA service architecture and described what needed to be done bo make it a successful service.

关键词： Customer Experience Information Technology Personal Shopping Assistant Service Architecture

作者: Hongyu Yang Tongji Yang Tingxin Wen

作者单位: College of Business Administration Liaoning Technical University Huludao, China

会议类型: 国际会议

会议名称: 2010 International Conference of Informationa Science and Management Engineering(2010年信息科学与管理工程国际学术会议 ISME 2010)

会议地点: 西安

会议语种:英文

页码: 990-993

在线出版日期: 2010-08-07（万方平台首次上网日期，不代表论文的发表时间）