傳統的服務接觸提供了服務提供者與消費者之間的互動過程，這種與客戶接觸互動也是服務行銷的核心構面。由於資訊科技快速的更新與進步使得消費者與其獲得的服務方式也是不斷地在改變，電子商務服務網站所提供的服務項目不單是網站內容的接觸，還包括服務過程中的其他支持才能完整的完成消費的服務。在傳統的電子商務研究上沒有清楚地描述服務接觸的過程，也沒有提供哪些服務對消費者而言是重要的接觸構面。本研究目的是想了解使用者對知識服務提供網站系統的有用性、知覺價值、滿意度及行為意圖之間的關係。採用的研究模式是顧客網路購買產品的三階段接觸模式架構為基礎，以服務前、服務中，與服務後不同階段的服務接觸過程，探討使用者在系統提供服務的過程中各個階段接觸經驗影響因素。結果顯示服務接觸前與服務接觸中系統的有用性會影響使用者知覺價值，在服務接觸中使用者的知覺價值會影響到滿意度，而服務接觸中到服務接觸後使用者的滿意度會影響到使用者的行為意圖。進一步分析整個研究架構系統的有用性、使用者的知覺價值、使用者滿意度，對使用者的行為意圖是有影響的。

The traditional service encounter provides an interactive process between service providers and consumers. This kind of encounter interaction is also the core construct of interactive marketing service. Due to rapid changing of information technology, enabling consumers to get services from the provider has also changed. E-commerce services provide not only the site's content encounters, but also include other support services to finish the integral process of consumer services. In the traditional e-commerce research, it did not clearly describe the process of the service encounters, nor did it provide services to consumers in terms of the importance of the encounter constructs. Thus, the purpose of this study is to understand the user’s perspective of the online knowledge services website system encounters. A three-stage model is proposed to explore the various stages of the user experience factors in the process of services in the system. The results show that the pre-service and in-service of the system will affect the user perceived value. Perceived value in-service will affect satisfaction, but the user satisfaction will affect user behavior intentions from in service to after-service. Further analysis of the availability of the whole research model, the user's perceived value, user’s satisfaction, user’s behavior intention are influential.