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 CERPSCMCRMExtranetInternet

  • 14.3 (B to B B to C) () ()

  • () ()

  • () HPEPSON

  • 14.4 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-how

  • 14.6 (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) InternetWWWVideoAudioWWWWWW

  • 1.2.3.4.5.

  • 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)XDFX

  • 14.9 Internete-Service

  • 1.e-Service2.e-Service

  • ()3.e-Service4.e-Service

  • (e-Service) (CRM) e-ServiceCRM (14-11)CRMe-Service CRMe-Service

  • e-Serviceeee

  • e-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) MIDC20034,700PDA

  • 1.2.3.4.5.

  • 1.2.3.4.5.

  • 14.11

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