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ES emerged, as a branch of artificial intelligence (Al), from the effort of Al researchers to develop computer programs that could reason as humans. Industrial interest, over the years, has beenP practically shown by Digital Equipment, Texas Instruments, IBM, General Motors, Xerox, Hewlett-ackard, Carnegie Group,... 顯示更多 ES emerged, as a branch of artificial intelligence (Al), from the effort of Al researchers to develop computer programs that could reason as humans. Industrial interest, over the years, has beenP practically shown by Digital Equipment, Texas Instruments, IBM, General Motors, Xerox, Hewlett-ackard, Carnegie Group, Intellicorp and many others. Universities, such as MIT, Stanford, Carnegie-Mellon, Rutgers, UMIST, NTUA and others continue to pursue expert system technology and develop practical - and not only academic - applications. In the following paragraphs, we analyze the role that ES can play to manage the relationships presented in the DPEAT model.

Diplomacy. Diplomacy is defined as the ability of an organization to strategically manage its relationship with its customers by creating and managing their expectations. Heskett et cd. (1990) identified managing customer expectations as an important cbamcteristic of breakthrough service providers. The diplomacy dimension focuses on the specific policies and actions of the company that signal a particular value proposition to its customers and create customers' service quality expectations. Organizations can inffluence customer expectations by signaling increased product reliability, guaranteeing superior service or implementing superior service system design. To achieve this, organizations have to secure high level of standardization.
Standardization controls employee discretion, Implementing superior standardized-service systems contributes greatly to increased efficiency and effectiveness within the sphere of diplomacy. Enlisting an ES to handle monotonous, everyday tasks increases effectiveness. In addition, an ES can minimize personnel discretion towards customers by maintaining more consistent procedur

由於這是期末的作業...所以希望幫忙的大大可以翻的
精確一點...感恩^^
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