CLASSIFYING ONLINE CUSTOMER COMPLAINTS: A MULTIAGENT PERSPECTIVE

Coping With Customer Complaints

Online Customer Retention: The Resistance to Change Perspective

Many academics and practitioners have reiterated the importance of online customer retention in order to ensure long-term profitability. For this reason, a number of studies have identified various means and ends of developing customer retention with a greater emphasis on creating customer loyalty. However, retaining customers, especially in Internet, is very difficult because of the low search...

Understanding the Value of Online Customer Reviews: The Channel Perspective

The growing popularity of user-generated contents in the electronic commerce industry has allowed online customer reviews (OCRs) to play an increasingly important role in the customer decision-making process. The influences of OCRs have been studied extensively by academic researchers and industry practitioners from the customer side, whereas this study provides a complementary analysis of the ...

Classifying Patients' Complaints for Regulatory Purposes: A Pilot Study.

OBJECTIVES It is assumed that classifying and aggregated reporting of patients' complaints by regulators helps to identify problem areas, to respond better to patients and increase public accountability. This pilot study addresses what a classification of complaints in a regulatory setting contributes to the various goals. METHODS A taxonomy with a clinical, management, and relationship domai...

Learning Adversarial Reasoning Patterns in Customer Complaints

We propose a mechanism to learn communicative action structure to analyze adversarial reasoning patterns in customer complaints. An efficient way to assist customers and companies is to reuse previous experience with similar agents. A formal representation of customer complaints and a machine learning technique for handling scenarios of interaction between conflicting human agents are proposed....