第 14 章 商業自動化與電子商務

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14 . 14.1 14.2 14.3 14.4 14.5 . 14.6 14.7 14.8 14.9 14.10 14.11 . . - PowerPoint PPT Presentation

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14 14.114.214.314.414.514.614.714.814.914.10 14.11 14.1 (2002) (B to B) (B to C) (C to C)()e-mail() (Xerox) (YahooPChomeyam) ()Amazon() (application service provider, ASP) e()B to B to C()14.2 (B to CC to B) (B to B) (C to C)B to BB to CERPSCMCRMExtranetInternet14.3 (B to B B to C) () () () () () HPEPSON14.4 1. 2. 3. ()()1.Metz (1998) ()()2.Davenport (1998) ()()3.Kalakota et al. (2000) CRM()()4.M. Hammer & J. Champy (1993) ()()5. (1999) ()()6.BIKnow-how14.6 (1)a.b.c.d.(2)a.b.c.d.()(1)(2)(3)(4)(5)(6)(7)()(1)(2)(3)(4)1.e-maile-maile-maile-maile-maile-mail()2.FTPFTPFTPFTP()3.TELNETTELNET4.Usenet NewsNewsgroupe-mailInternete-mailNewsgroupNewsgroup()5.WWW (WWW) InternetWWWVideoAudioWWWWWW1.2.3.4.5.Hanson (2001) () (web sites) ()Riyad Eid & Myfanwy Trueman (2002) 4P()Avlonitis & Karaynni (2000) Poon & Jevons (1997) ()Poon & Jevons (1997) Hamill (1997) Quelch & Klein (1996) Poon & Jevons (1997) 1.2. (content provider)BBS()3.4. (banner ad) 1.2.3.14.8 OEMOEMODM() (collaborative design and manufacturing, CDM) 1.()2.()3.DFXDFX (design for X) (design for eXcellence)XDFX14.9 Internete-Service1.e-Service2.e-Service()3.e-Service4.e-Service (e-Service) (CRM) e-ServiceCRM (14-11)CRMe-Service CRMe-Servicee-Serviceeeee-ServiceInternationl Customer Service Association36% 14.10 Forrester Research (always-on) (mobile commerce, m-Commerce) (mobile device) (MC) (EC) (e) (M) ()() (ERP) (M) M()B to C/()()B to BB to B (application service provider, ASP) (wireless application service provider, WASP)(mobile application service provider, MASP)LinuxJavaXML()()B to EB to E (business to employee) MIDC20034,700PDA1.2.3.4.5.1.2.3.4.5.14.11

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