Many companies have adopted technology driven social learning platforms such as social customer relationship management (crowdsourcing customer support) to support knowledge sharing among customers. A number of these selfevolving, online customer support communities have reported the emergence of a core–periphery knowledge sharing network structure. In this study, we investigate why such a stru...

IT service support staff that deals with customer service inquiries online plays a key role in ensuring customer satisfaction and shaping customer experience. In reaction to service failures customers may exhibit some emotions that may influence service support staff’s response. Without a face-to-face interaction with customers, service support cannot detect the emotional signals sent out from ...

Risk relief services (RRSs), as complementary to online trust promoting services, are becoming versatile options for risk reduction in online consumer-to-consumer auctions. In this paper, we identify factors that affect the behavior of buyers in an online auction market who had to either adopt or not adopt online escrow services (OES). An experimental C2C auction system with embedded decision s...

Executive Summary Customer Intelligence Management (CrIM) is a member of the intelligence management family, sharing a variety concerns and practices with business intelligence (BI) and competitive intelligence (CI). Its origins can be traced to practices of customer relationship management and marketing and advertising science. It is especially associated with Customer Relationship Management ...

In the customer-centered marketplace, the understanding of customer behavior is a critical success factor. The big databases in an organization usually involve multiplex data such as static, time series, symbolic sequential and textual data which are separately stored in different databases of different sections. It poses a challenge to traditional centralized customer behavior prediction. In t...

This paper describes COMPAQ QuickSource, an electronic problem-solving and information system for Compaq’s line of networked printers. A major goal in designing this system was to empower Compaq’s customers with expert system technology to allow them to solve advanced network printer problems entirely on their own. This process minimizes customer down-time, reduces the number of phone calls to ...

Customer aggression constitutes a major source of stress for service providers; however, empirical research regarding the moderating role of coping strategies in the customer aggression--job outcomes relationship is sparse. Two samples of service workers were recruited from northern Israel and data were collected using self-reported questionnaires. Study 1 investigated the moderating impact of ...