An Architecture of Problem-oriented E-learning System for Product After-sales Service: Design and Application

摘要：

　　Customers expect to obtain the personalized knowledge when they encounter some problems during the use of product, however, the traditional after-sales service modes are difficult to meet this kind of demand.This paper adopts process-based design method to construct the problem-oriented e-learning process model for product after-sales service and analyze the functions of realizing this process, and then problem-oriented e-learning system architecture is designed for product after-sales service.According to the different characteristics of two categories firms, this paper respectively give the system architecture application strategies, namely the integration strategy of existing information systems with e-learning system for more mature firms in IT application, and the configuration of simple and practical architecture of e-learning system for small and micro firms.

关键词： e-learning after-sales service system architecture problem-oriented

作者: Deng Leina Chen Zhigao

作者单位: School of Business, East China University of Science and Technology, Shanghai 200237, China

会议类型: 国际会议

会议名称: The Thirteenth Wuhan International Conference on E-Business(第十三届武汉电子商务国际会议)(WHICEB2014)

会议地点: 武汉

会议语种:英文

页码: 600-608

在线出版日期: 2014-05-31（万方平台首次上网日期，不代表论文的发表时间）