中文摘要：

满足客户的个性化需求和控制成本是信息服务领域中衡量服务质量和效率的重要因素,两者具有天然的矛盾性,因此如何取得某种平衡成为提升信息服务能力的关键问题。文章提出将源于制造业的大规模个性化定制模式应用于信息服务活动,同时考量客户订单满意度和服务成本。在基于大规模个性化定制模式的信息服务模式框架中,重点分析并构建了客户信息管理模块和信息生产模块,并通过理论建模和实证测试,论述了该模式的有效性及其良好的应用前景。

英文摘要：

To satisfy user personalized requirement and control the cost are the important factors to measure service quality and efficiency in the field of information service, both of them have natural contradiction. Therefore, how to achieve a balance between them becomes a key issue for improving the information service ability. This paper proposes to apply the mass customization （ MC ） which origins from manufacturing industry in information service activities, and considers both the customer order satisfaction and service cost. In the framework of information service model based on MC model, the paper analyzes and constructs customer information management module and information production module, and illustrates the efficiency and application possibilities of the model through the theoretical modeling and empirical test.