Web-based customer decision support systems
Communications of the ACM
Are intelligent e-commerce agents partners or predators?
Communications of the ACM - The Adaptive Web
Structured Development of Problem Solving Methods
IEEE Transactions on Knowledge and Data Engineering
HICSS '04 Proceedings of the Proceedings of the 37th Annual Hawaii International Conference on System Sciences (HICSS'04) - Track 7 - Volume 7
Collaborative recommendation: A robustness analysis
ACM Transactions on Internet Technology (TOIT)
Using the web service modeling ontology to enable semantic e-business
Communications of the ACM - The semantic e-business vision
An object-oriented development method for Customer Knowledge Management Information Systems
Knowledge-Based Systems
Communications of the ACM
Research on the Building and Reasoning of Travel Ontology
IITAW '08 Proceedings of the 2008 International Symposium on Intelligent Information Technology Application Workshops
Ontology Design for Supporting Matchmaking in E-commerce
ISISE '08 Proceedings of the 2008 International Symposium on Information Science and Engieering - Volume 02
A consumer support architecture for enhancing customer relationships
WSEAS Transactions on Information Science and Applications
Travel Ontology for Intelligent Recommendation System
AMS '09 Proceedings of the 2009 Third Asia International Conference on Modelling & Simulation
Ontology-Based Intelligent Web Mining Agent for Taiwan Travel
WI-IAT '09 Proceedings of the 2009 IEEE/WIC/ACM International Joint Conference on Web Intelligence and Intelligent Agent Technology - Volume 03
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For enterprises to succeed in their business, customer relationships have been commonly recognized as a critical factor. Effective customer relationships help enterprises deliver services to customers based on their needs or preferences. In this context, many ideas have already been presented among which Consumer Support Systems (CSS) is the most recently introduced, and one that alleviates the shortcomings of other approaches by a 4-layer framework of collaborative mechanisms to support effective information/service provision between customers and enterprises. Since there are many integration issues to be addressed in CSS (e.g., sharing of information/requests among customers or comparison of services from enterprises), a comprehensive structure for easy sharing/comparison of this information/requests/services in the literature is therefore necessary. To meet this need, we present a specification method in this paper that takes advantage of the pristine structure for knowledge-sharing by ontology to specify these materials in respective ontologies. With such ontological semantics, CSS is particularly able to support dynamic service provision for customers where desired requests can be satisfied by suitable services in a dynamic manner through referencing any matches between request and service ontologies. The method is illustrated by a semantic CSS for travel arrangements and more discussions about the application of its constructed ontologies for enhancing customer relationships are also provided.