消費性電子商務顧客關係管理在服務導向架構應用之探討

A Study of Service-Oriented Architecture Application on Business-to-Customer Customer Relationship Management

蘇珈彩(Chia-Tsai Su)

指導教授 ： 黃天佑

中原大學/商學院/資訊管理研究所/碩士(2009年)

https://doi.org/10.6840/cycu200901533

摘要

本論文主要透過文獻探討及產業分析進行探討分析，最後以雛型法實做方式驗證消費性電子商務顧客關係管理在服務導向架構之應用。在本研究中以消費性電子商務顧客關係管理做為雛型系統的需求來源，透過統一模型化語言為模型描述工具，並以J2EE作為本系統之實作技術平台，其中使用者案例圖與活動圖主要描述需求模型的系統範圍與系統角色之間的活動流程，而使用者介面、循序圖作為與使用者溝通作業畫面需求的工具。為快速實作物件模型，本文使用一個中介設計軟體作為物件定義的工具，系統模型所需之各類物件逐步定義為個別XML格式物件定義檔，透過模型自動編譯的工具快速轉換為J2EE平台上的程式碼，並進行部署與測試。這樣的系統發展模式實踐了服務導向架構的必要元素，快速、彈性地發展與整合企業內所需服務。

關鍵字

顧客關係管理 ； 企業流程管理 ； 服務導向架構 ； 企業資訊入口網 ； 系統整合

並列摘要

The papers mainly through literature review and analysis of industry analysis to explore the final Prototyping Model validation is the way to do Business-to-Customer Customer Relationship Management in Service-Oriented Architecture applications. In the present study to Business-to-Customer Customer Relationship Management of the Prototyping Model System as a source of demand, through the Unified Modeling Language as a model to describe tools, and J2EE as the system's technology platform implementations, including Use Case Diagram and Activity Diagram demand model describes a system-wide role and system processes between the activities, and as a Sequence Diagram to communicate with the operating needs of the user interface tool. For rapid implementation of the object model, the use of Model Driven Architecture Tool object definition as a tool for all types of system model required the definition of the object step by step format for individual object definition XML files, through the Model Compiler as the tool for the rapid conversion of the program on J2EE platform code, and deployment and testing. Such a system development model the practice of the Service-Oriented Architecture is essential for rapid and flexible development and integration of enterprise services as required.

並列關鍵字

Business Process Management ； Customer Relationship Management ； Service-Oriented Architecture ； Enterprise Information Portal ； System Integration

參考文獻

遠擎管理顧問公司，民91， 2001 年台灣企業資訊入口網站評估報告， 遠擎管理顧問公司。

王瑞麟，民91，應用服務元件於企業資訊入口網站開發之研究，碩士論文，國立成功大學，資訊管理研究所。

Aberdeen Group,（2002）,”Worldwide Business Process Management Spending: Forecast and Analysis（2001-2005）”

Bove, L.L. and Johnson, L.W.（2001）,”Customer relationship with service personnel: do we measure closeness, quality or Strength?”, Journal of Business Research, 54, pp.189-197

Crosby, L.A. and Johnson, S.L. (2001),”Technology: Friend or Foe to Customer Relationships?”, Marketing Management, pp.10-11