| Summary: | 碩士 === 銘傳大學 === 資訊管理學系碩士班 === 95 === It is very easy to obtain information during the 21st Century, since the production of knowledge is increasing rapidly. Therefore, in order to make a large amount of information translated knowledge of a business, it needs high-quality employees and Knowledge Management. In recent years, Customer Relationship Management as well as Knowledge Management have been noted prominently; similarly, Customer Relationship Management and Customer Knowledge Management have intensified the customer knowledge and been applied into CRM and KM, therefore it also had become a new issue. Thus, if the organizations can utilize CKM effectively, it would be the key for their success. In this research, we used the technology of object-oriented UML, making CKM match the four circuitous processes in KM, which are: creation, learning, sharing and application. In order to clarify it more thoroughly, our research will be applying on online travel booking system as a particular case to discuss, and applying the structure and analysis as well as the design into online travel booking customer knowledge management information system(CKMIS). Besides, this study is hopefully service-oriented to combine the basic operating form of E-commerce. Lastly, we expect it can assist and support those information-related people with the five different customer knowledge styles of UML, in order to develop the CKMIS.
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