Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust Decision Support SystemsTrust (integrity,benevolence,and ability)is the centraldimensionof e-commercesystemsadoption.Based on customer self-service systems and humancomputer interaction logics, affective variables areimportant research issues to fully understand the relationship between information systems developmentand e-trust.In this paper, theeffects ofthe perceivedWebquality with servicecontentson e-trust,mediated bythewebsite usersaffectivevariables(enjoymentandanxiety), are tested anddiscussed(n = 325). Flow, social contract, social cognitive, resource allocation, and trust theories are discussed in the paper to support the proposed hypotheses. Theoretical and practical implications of these findings are also discussed.Personalized Service System Based on Hybrid Filtering for Digital Library Tsinghua Science & TechnologyPersonalized service systemsare aneffective wayto help users obtainrecommendationsfor unseenitems,withinthe enormousvolumeof informationavailable based ontheir preferences.The mostcommonly used personalized service system methods are collaborative filtering, content-based filtering,and hybrid filtering. Unfortunately, each method has its drawbacks. This paper proposes a new methodwhichunifiedpartition-basedcollaborative filteringand meta-informationfiltering. In partition-basedcollaborative filtering the user-item rating matrix can be partitioned into low-dimensional dense matrices using a matrix clustering algorithm. Recommendations are generated based on these low-dimensional matrices. Additionally, the very low ratings problem can be solved using meta-information filtering. The unified method is applied to a digital resource management system. The experimental results show the high efficiency and good performance of the new approach.Understanding success and failure in customer relationship management Industrial Marketing ManagementCustomer Relationship Management (CRM) systems can help organizations manage customer interactions more effectively. Like many new technologies, CRM has been accompanied by vendor hypeand stories of implementation failure. Work on critical success factors (CSFs) should encourage moreappropriate implementation practice; however many CSF studies conclude with a list of factors but provide little further guidance. In particular, there is a need for stronger theoretical models of the entireCRM innovation process which can be used by managers to understand better the underlying causes ofsuccess and failure. This paper adopts a novel approach to this problem by firstly developing a conceptual model of CRM innovation and then converting this model into a dynamic simulation model.Some early simulation results illustrating changes in CRM benefits and organizational support over time are presented together with a discussion of the underlying causes and suggestions for how managers can counteract potential innovation failure.DevelopmentandevaluationofanRFID-basede-restaurantsystemforcustomer-centric serviceExpert Systems with Applications基于射频识别的电子化餐馆电子信息管理系统：以客户为中心的服务评估与开发Traditional restaurant service is passive: waiters must interact with customers directly before processing their orders. However, a high quality customer-centered service system would actively identity customers,their favorite meals and their expenditure records. To achieve this goal, this study integrates radio frequency identification (RFID), wireless local area network (WLAN) and database technologies to develop an e-restaurant system for customer-centric service, which enables waiters to immediately identify customers via RFID-based membership cards and then actively provide customized services. The user interface of the proposed system is built with Visual C# 2005 and eMbedded Visual C+, andthe database is built on Microsoft SQL Server 2005 for Server management and statistic reporting. The WLAN and RFID technologies are used to transmit real-time information of each dining table. To verify the effectiveness of the proposed system, a series of experiments was conducted in two restaurants. A questionnaire survey administrated to waiters and customers confirmed the effectiveness of the proposed e-restaurant system in providing customer-centric service. Furthermore, extensive interviews with restaurant owners revealed very positive feedback.Anobject-orienteddevelopmentmethodforCustomerKnowledgeManagementInformation Systems客户知识管理系统：一种面向系统业务目标的开发方法Knowledge-Based SystemsFor the advances of Internet technologies in recent years, electronic commerce (EC) has gained many attentions as a major theme for ent