As Internet has emerged as new business space for commercial organizations, marketers are trying to take advantage of this new opportunity. However, due to fierce competition caused by global deregulation and technological innovations, new customers are becoming rare source for business firms' survival and growth. Therefore, most marketers endeavor to find and retain new customers in the market. This relationship-oriented strategy is worth while to be pursued in Internet business since competition in the Internet is sure to become severe in the near future. According to traditional buyer-seller relationship evolvement theories and practices, trust and commitment built on experiences of transactions and interactive communications are important for robust relationship. In this thesis, buyers and sellers are presumed to need individual information in accordance with their stage of relationship development. Customers are categorized according to relationship stage, the activity of interaction with a corporate. Also, information required for buyer and seller are conceptualized as hierarchical structure respectively by the needs for goods/services exchange. Consequently, new model of voluntary information exchange and customer service based on the model is shown. In addition, the system architecture for Internet-based customer services is proposed. This system, named Customer Support System, consists of four sub-systems including Customer Answering System, Customer Information System, Customer Service System and Transaction Information System. Customer Information System classifies visitors to seller's web sites by analyzing mouse click streams, search words and other related data offered by customers. Customer Answering System acts as a guider and provides customized information triggered by Customer Information System. Finally, prototypes of User Interface are shown for understanding.
