AN OBJECT-ORIENTED DEVELOPMENT METHOD FOR CONSUMER SUPPORT SYSTEMS

作者：Lin Jyhjong^*

来源：International Journal of Software Engineering and Knowledge Engineering, 2009, 19(7): 933-960.

DOI：10.1142/S0218194009004507

• Customer relationship management
• consumer support system
• system development
• object-oriented method

In recent years, customer relationships have been recognized by enterprises as a critical factor to succeed in their business. Effective customer relationships can help enterprises to deliver more satisfying products/services to customers based on their needs, preferences, or past transactions. This model, however, emphasizes the use of customer information to benefit enterprises; in contrast customers receive less information from enterprises. To address this problem, many technologies have been proposed such as recommendation systems and intelligent agents that provide customers with more information for their possible needs. However, these technologies still have some shortcomings that initiate the discussion of a new Consumer Support Systems (CSS) paradigm. CSS is specifically structured to provide consumers with effective information from enterprises to support their decision making. In this paper, we present an object-oriented method for the development of CSS that supports enhanced customer relationships by emphasizing on effective information provision from enterprises to consumers. The method starts from the identification of CSS characteristics, through the recognition of a system architecture that supports the realization of these characteristics, and finally ends with the analysis and design of architectural class objects that collaborate to realize these characteristics. The method is use case driven with UML and Petri nets notations utilized and extended as its modeling tool. To illustrate this, the method is applied to an exemplified CSS for book publishing.

• 出版日期2009-11