Cart (Loading....) | Create Account
Close category search window

Knowledge management support of real-time decision making for customer service support systems

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$31 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

1 Author(s)
Huosong Xia ; Dept. of Inf. Manage. & Inf. Syst., Wuhan Inst. of Sci. & Technol., China

Knowledge management causes not only the continuous innovation patterns of customer service, but also synergic matching of customer service support and real-time decision making. Prompt response to customer service problems is needed to maintain customer satisfaction. Therefore, a good CSSS must be set up and analyzed. This paper has presented a meta knowledge model of CSSS based on KM support that encompasses three KM support patterns, business modeling and all problems of real decision making from time, customer and environment limited. We described business modeling for CSSS relevant static model, dynamic model and rules model based on enterprise common knowledge analysis performed on executable a real-time service decision making.

Published in:

Services Systems and Services Management, 2005. Proceedings of ICSSSM '05. 2005 International Conference on  (Volume:2 )

Date of Conference:

13-15 June 2005

Need Help?

IEEE Advancing Technology for Humanity About IEEE Xplore | Contact | Help | Terms of Use | Nondiscrimination Policy | Site Map | Privacy & Opting Out of Cookies

A not-for-profit organization, IEEE is the world's largest professional association for the advancement of technology.
© Copyright 2014 IEEE - All rights reserved. Use of this web site signifies your agreement to the terms and conditions.