This study investigates factors influencing live customer support chat services in Kuwait. Live Customer Support Chat represents a newly implemented type of customer service in E-commerce websites. Live Support Chat allows online agents through company’s websites to answer customer questions, complaints, and concerns on the spot through a live chat session, which bypasses the traditional e-mail...

Outsourcing some maintenance functions or the entire maintenance of specific equipment is one of the options available to maintenance managers in managing their department more effectively. Organizations may expect to achieve many different benefits through successful maintenance outsourcing, although there are significant risks that may be realized if outsourcing is not successful. The purpose...

Internet user forums have been proven to be effective not just as a community meeting place but also as a supporting tool for various business products. Traditional forums are designed with ”browse and read” journey in which users have to select the right sub forum to get into and select topics to read from within. However, we have identified a new trend in forum design toward community questio...

Customer Relationship Management (CRM) is an inherent business strategy for companies big and small. The technology has reached a point where it is truly enabling the way enterprises manage their customer relationships. The goal of the EU funded project CARUSO is the design of a software toolkit that facilitates the building and maintaining of high quality business-to-business and business-to-c...

rapid growth of e-commerce has made the competition quite different. in this new environment customers have wide choices and are looking forward to the support which guarantees the delivery of what they have chosen. this leads to complexity in the relationship between the provider and the customer which obviously is made more in a b2b environment. service level agreement (sla) is a key tool to ...

Customer loyalty is seen as one of the key factors of a company’s success. According to current research results, a necessary premise among others to gain customer loyalty is how the customers perceive the customer service. In the field of B2C e-commerce online customer support areas are used to fulfill parts of this support duty. It is an open question how big the impact of the online customer...

The aim of this research is to develop a scale to measure perceived service quality in net-based customer support systems. The primary question addressed by this research is: What is a valid and reliable measure that can be used for perceived service quality in net-based customer support systems? In order to answer the research question, a two-phase study is designed to 1) determine the attribu...

Purpose: The paper refers to a current discussion on the effectiveness and efficiency of Bielefeld University Library and concentrates on requirements and conditions of implementing customer intelligence in academic libraries. Moreover, a conceptual framework for a library management information system based on a data warehouse that links external and internal data to support strategic planning...

Healthcare organization is implementing Customer Relationship Management (CRM) as a strategy for managing interactions with patients involving technology to organize, automate, and coordinate business processes. Web-based CRM provides healthcare organization with the ability to broaden service beyond its usual practices in achieving a complex patient care goal, and this paper discusses and demo...