Title :
The Design of an e-PSA Service Architecture for CEM
Author :
Yang, Hongyu ; Yang, Tongji ; Wen, Tingxin
Author_Institution :
Coll. of Bus. Adm., Liaoning Tech. Univ., Huludao, China
Abstract :
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 be make it a successful service.
Keywords :
customer services; design; electronic commerce; information technology; software architecture; customer experience; design; e-PSA; electronic personal shopping assistant; information technology; service architecture; Collaboration; Consumer electronics; Customer satisfaction; History; Organizations; Strontium; Customer Experience; Information Technology; Personal Shopping Assistant; Service Architecture;
Conference_Titel :
Information Science and Management Engineering (ISME), 2010 International Conference of
Conference_Location :
Xi´an
Print_ISBN :
978-1-4244-7669-5
Electronic_ISBN :
978-1-4244-7670-1
DOI :
10.1109/ISME.2010.16
