Web usage mining is the application of data mining techniques to discover usage patterns and behaviors from web data (clickstream, purchase information, customer information etc) in order to understand and serve e-commerce customers better and improve the online business. In this paper we present a general Data Warehouse/OLAP framework for web usage mining and business intelligence reporting. W...

In recent years, the society has experienced a remarkable change that induced shifts in behavior of people and companies. This effect is reinforced by the evolution of current and the emergence of new technologies such as Smartphones. In this paper it is aimed to contribute to the establishment of a research area for both academic and industrial researchers on what will be described in the foll...

The goal of this research was to investigate how service process fit and facilitating conditions affect usage behavior of SSTs. In this study, we formulated a technology usage model from the perspective of the TAM and customer value, and we collected check-in kiosk usage samples from the Taiwan airport by administering a face-to-face questionnaire to willing respondents, of which 429 were retur...

Facing the issue of increasing customer churn, many service firms have begun recommending pricing plans to their customers. One reason behind this type of retention campaign is that customerswho subscribe to a plan suitable for themshould be less likely to churnbecause theyderivegreater benefits from the service. In this article, the authors examine the effectiveness of such retention campaigns...

In support of the order-to-delivery (OTD) business initiative, a simulation framework has been developed at GM R&D. The OTD simulation program is aimed at simulating the behavior of the OTD supply chain using detailed inputs associated with demand, supply, and production processes. Customer demand variation is a key source of uncertainty in GM’s supply chain. Early capture of customer demand fl...

Customer behavior modeling has been gaining increasing attention in the operations management community. In this paper we review current models of customer behavior in the revenue management and auction literatures and suggest several interesting research directions in this area.

Enterprise Resource Planning (ERP) systems are widely used in most industries today because of the benefits they offer: improved integration of business processes, improved cost control, improved decision making, improved customer service, and improved profitability. Although much IS research has been published concerning acceptance of enterprise systems, adoption issues, or critical success fa...