A new standard of on-line customer service process: Integrating language-action into blogs

Authors:
Heng-Li Yang;Chi-Lun Liu
Affiliations:
Department of Management Information Systems, National Cheng-Chi University, Taipei, Taiwan;Department of Management Information Systems, National Cheng-Chi University, Taipei, Taiwan
Venue:
Computer Standards & Interfaces
Year:
2009

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Abstract

Blogging, which is a relatively new medium in personal communication and collaboration, can help enterprises overcome some difficulties in conventional customer service management. However, blog functions remain limited. This study proposes a novel standard for managing customer service processes, in which language-action is integrated into blogs to leverage blog characteristics. This standard comprises new specified dialogue patterns for collaboration, suggested customer service processes, and supporting system architecture. Furthermore, a scenario is provided that demonstrates use of this standard.