Recent advances in storage and communication technologies have spurred a strong interest in Video-on-Demand (VOD) services. Providing the customers of VOD servers with time of service guarantees offers two major advantages. First, it makes VOD services more attractive by improving customerperceived quality of service (QoS). Second, it improves throughput through the enhanced resource sharing at...

BACKGROUND The emergence of advanced IT and cloud services has beneficially supported the information-intensive tourism industry, simultaneously caused extreme competitions in attracting customers through building efficient service platforms. On response, numerous nations have implemented cloud platforms to provide value-added sightseeing information and personal intelligent service experiences...

This paper proposes seamless customer identification (SCI), a means to identify physically present customers without any effort on customers’ part beyond a one-time opt-in. With SCI, customers need not present cards or operate smartphones to convey their identities. So, stores can provide personalized shopping experiences at any time, not just at check-out. SCI uses two complementary technologi...

This research aims to explore whether Jordanian customers’ perceptions on intention and use of Internet banking services varies according to their demographic characteristics. According to prior literature, there are five demographic factors; namely: age, gender, income, education and customers’ experience with the computer and Internet. These have been considered in the current study. The requ...

The Net Promoter Score (NPS) is still a popular customer loyalty measurement despite recent studies arguing that customer loyalty is multidimensional. Therefore, firms require new data-driven methods that combine behavioral and attitudinal data sources. This paper provides a framework that holistically assesses and predicts customer loyalty using attitudinal and behavioral data sources. We buil...

Services should be directed towards meeting the actual and potential requirements of customers with maximum efficiency, especially under increased competition. It is therefore necessary to focus on the knowledge and anticipation of market requirements, to adjust the services’ supply to meet the current and future needs of customers. Considering these aspects, the research conducted through the ...

In personalized queues, information at the level of individuals – customers or servers – is affecting system dynamics. Such information is becoming increasingly accessible, directly or statistically, as exemplified by personalized medicine (customers) or call-center workforce management (servers). In the present work, we take advantage of personalized information about customers, specifically k...

Electronic Customer Relationship Management (ECRM) systems focus on a website as the interaction channel for creating a one-to-one relationship with customers via various “touch” options. The intention of such technologies is to affectively and cognitively impact on online customers’ intention to return to the website. To capture the influence of eCRM systems, we define a construct, Perceived T...

To date, the majority of mobile network operator (MNO) customers have not used mobile Internet (MI) offerings. Therefore, it is important to gain a better understanding of (1) how MNO customers perceive MI attributes, (2) how these perceptions are related to MI acceptance, and (3) the extent to which these judgments differ as a function of an individual’s adoption status (actual compared to pot...

This paper investigates the convergence of network multimedia and interactive digital television systems and elaborates on a novel research approach that may be adopted in tourism relationship marketing, towards enabling for an efficient process of collecting and analyzing feedback data from tele-viewers. This process may be vital for optimum marketing purposes, targeting customers with a more ...