【正文】 time training service meant that technicians no longer required expensive and lengthy inperson training a difficult task given the short life cycle of new electronics products. Service engineers were charged a fee for connecting to the service, but it clearly helped them to provide a faster service to the end customer whilst also further enforcing their dependence on the supplying firm. The expert system also accumulated data on repair problems and provided valuable feedback to the design and manufacturing divisions of the pany. A primary motivation for this service was to dissuade service engineers from obtaining parts and services from other suppliers. The ubiquity of Minitel merely created the environment within which the supplier could manage relationships with a very large set of buyers, without opening their service to other suppliers. 。 and with a shared life experience. The business opportunity is for those who support and interact with these munities, building customer loyalty on an ongoing basis. By satisfying the requirements of relational marketing and transactions, panies may gain important insights into their customers’ nature and needs. For example, a baby products pany could entice customers to order items from an associated online catalogue by providing bulletin boards for new parents. The desire to establish longterm customer relationships with increasingly sophisticated demands has led panies to seek new ways of acquiring, managing and utilising customer information (Peters and Fletcher, 1995). Furthermore, advances in information technology have fundamentally altered the channels through which panies and customers maintain their relationships. The capacity to obtain and apply customer information within processes has bee a key strategic issue. This often places the pany in the position of requiring sensitive personal information from customers. Gummesson (1987, 1994, 1995) views marketing as a set of relationships, works and interactions and lists 30Rs (relationships) in contrast to McCarthy’s (1981) 4Ps (Product, Price, Place amp。 sharing mon interests。 Bill Gates is now an electronic real estate agent。Reilly, FIND/SVP, Times Mirror and CommerceNet) which suggest that there are at least 10 million Inter users in the United States alone. The number of puters (hosts) connected to the Inter topped million (Network Wizards, 1996) as of January 1996. Note that a single host supports anywhere from a single user to, in some cases, thousands of users. As of March 21, 1996, 24,347 firms were listed in Open Market39。 附件 2：外文原文（復印件） The Strategic Challenges of Electronic Commerce Introduction 11th Century Europe saw the emergence of creditbased banking systems and financial instruments such as bills of exchange. These concepts remain with us, in their modified form, to this day (Chown, 1994). They underpin all modern forms of merce. The arrival of information technology (puters and telemunications) has raised the prospect of radical change to this traditional model. The rise of the Inter (electronic merce), since the advent of the World Wide Web, has provided an easy to use munication channel for businesses to contact current and potential customers. The emergence of the Inter as a general munication channel has also given rise to the possibility of widespread electronic merce. Even though there is still much debate relating to electronic payment for mercial activities, this is clearly an area of growth. It is difficult to say how large the Inter is. Hoffman amp。服務的主要刺激是諫阻服務工程師要從其它供應商獲得產(chǎn)品部件和服務。為連接到服務服務工程師也被收取了費用 , 但它清楚地幫助他們 對末端顧客提供一項更加快速的服務，并且促進強制執(zhí)行他們對供應的企業(yè)的依賴性。 技術(shù)人員連接到被設計診斷缺點并且表明修理需要能問一系列的問題的專家系統(tǒng)。 行動在國家周圍向一個集中化倉庫減少了對被復制的存貨的需要和額外人員 , 創(chuàng)造堅固儲款。 從前 , 服務工程師直到他們有對零件有充足 的需要之后才去向倉庫要料。 Tel 系統(tǒng)是允許與最小的貿(mào)易的伙伴發(fā)生電子事務的。 涌現(xiàn)普遍存在的剝削它的 Tel 服務和商務應用 , 在全世界互聯(lián)網(wǎng)提供洞察商務的發(fā)展。 通過價值鏈溝通 它應該被認可 , 依照由以下例子展示過程不被限制在一個組織之內(nèi) 他們穿越價值鏈。 轉(zhuǎn)移從顧客到提倡者依靠忠誠贏得信任。 傳統(tǒng)顧客忠誠階梯 (嫌疑犯 , 前景 , 顧客 , 客戶 , 伙伴 , 提倡者 ) 是可適用的 , 但現(xiàn)在操作格外時尚。在荷蘭，它傾向攻擊那些設法做廣告在學術(shù)討論組 (郵件炸彈 ) 的證據(jù)可能被發(fā)現(xiàn) ，并且社區(qū)維持治安反對拍照者。這就是在日常生活中為什么我們盼望互聯(lián)網(wǎng)支持我們不觀察信任和證券的水平 ? 相似的信任關(guān)系無法被建立在電子斡旋的討論是沒有理由的。有一例子，包括在通話中定貨 , 通過信用卡對一位未知的侍者簽署的直接借項命令。 網(wǎng)站沒簽名將要求有地址的知識 (URL) 并且不太可能獲取何時相似的信息 , 在社區(qū)里面產(chǎn)品或服務是欣然可利用的。 此外 , 用網(wǎng) (兆文件和指數(shù)地生長 ) 手段找到相關(guān)的信息的純粹大小變得越來越困難，盡管盡搜索引擎最佳的努力譬如雅虎。通過以市場為導向，企業(yè)必須了解如何對客戶和消費者進行研究。 令人驚訝的是 ,它正在發(fā)生變化