【作者】 李文杰；

【导师】 韩宏； 马成；

【作者基本信息】 电子科技大学 ， 软件工程（专业学位）， 2014， 硕士

【摘要】 随着世界经济的发展和软件技术的发展,软件产品大部分都面向全世界的客户,包括企业和个人用户。软件行业的竞争也越来越激烈,不光体现在软件的功能,使用便利性,而且用户体验和界面以及产品的售后服务也是很重要的吸引客户的因素。可以说是否有完善的客户服务,是一个软件公司是否有良好口碑和用户忠诚度的重要因素。客户响应的速度的快慢和响应质量的高低,在很大程度上决定了一个公司客户满意程度。特别是注重口碑的大公司、大企业,不光要做出高质量的产品,而且要有高质量的售后服务、客户响应。众多方式里面,通过在线系统提交问题,通过网页指导用户填写需要的信息,问题提交后,会生成一条记录,便于追踪和管理这条记录的状态,还能方便的进行统计和生成报表。所以,当前越来越多的公司,不管是公司内部的系统还是面向外部用户的系统,都采用在线提交问题这种方式。本文结合国内外企业的客户响应的发展情况,以及目前J ava EE比较流行的几个框架如Struts、Hibernate、Spring从需求分析、总体设计、详细设计和具体实现几个方面来介绍了客户响应系统的设计与实现方法。本文首先对系统的需求进行了解和分析,然后根据客户的实际情况,对系统的总体架构、搭建所需的平台和系统分层进行了总体设计,最后的详细设计将该客户响应系统详细地分为几个功能模块,然后从系统分层的角度一层一层的介绍具体的设计和实现方式。客户响应系统的设计与实现,不光是为公司的实际需求做了一个软件项目,同时这个设计方式与架构,可以为开发其他类似的系统做一个很好的例子,因为使用SSH组合的架构,使整个系统的代码耦合性低、易于维护,甚至就算需求发生变更也不会对代码有很大的影响,可以大大节约人力成本和增加系统的稳定性。由于分层清晰,整个架构灵活,就算底层的数据库或者一些业务实现发生大的变化,只需要改写相应的配置文件和接口的实现方法即可。使用注解和约定减少配置的方法也在业界得到了很好的推崇和应用,也使得J ava EE的应用开发变得越来越简单、高效而且规范,具有很好的应用前景。通过SSH框架与jQuery的UI框架进行整合,可以大大提高系统界面的友好程度和用户体验。更多还原

【Abstract】 With the development of world economy and the development of software technology, software products mostly are facing to the customers all over the world, including enterprise and personal consumers. Software industry competition is becoming more and more intense, not only the functions of the software and its convenience of use are important, but user experience, the UI of product and post-sales service are also very important factors to attract customers. It’s sure whether there is a perfect customer service, is a software company whether to have good reputation and customer loyalty.The speed of customer response and the quality of it, greatly determined how much customer satisfaction the company have. Especially large companies with good reputation, they don’t only make high quality products, but also to have the high quality post-sales service and customer response. Online submission system can guide the user to fill in the required information step by step and submit problem. It also can generate a record, to track and manage the state of the record; it is also convenient for creating statistics and generates reports. Recently, more and more companies are using the way of online submission, whether internal system or external system.In this thesis, combining the development situation of domestic and international enterprises customer response, as well as several current popular EE framework Java such as Struts, Hibernate, Spring from the needs analysis, overall design, detailed design and implementation aspects to introduce customer response system design and Realization method. This paper first analyses the needs of the system, then according to the actual situation, the overall framework of the system, build the layered platform and system required for the overall design, detailed design and finally the customer response system is divided into several function modules in detail, and then from the system stratification view layer introduction of specific design and Realization ways.Customer response system’s designing and implementation was not only made a software project to actual demand. At the same time, the design and architecture can be a good example for developing other similar systems. Because of the use of SSH framework, the code coupling of whole system is low, easy to maintain, even if the demand change does not have a large impact on the code, can greatly save the labor cost and increase the stability of the system. Because of the structure of layered clear, flexible, even if the underlying database or some business to achieve change, only need to implement method to rewrite the corresponding configuration file and interface. The customer response system use SSH architecturea with convention and annotation, in the industry has been well considered and used, also makes the Java EE application development become more and more simple, efficient and norms, have a good applied foreground.更多还原