This paper examines how Jordanian banks use the Customer Knowledge process to support Customer Knowledge Acquisition (CKA) and how they foster it. The empirical study is based on a sample of the data collected from 165 respondents, drawn randomly from six banks. The results showed that the six selected factors (Need for Customer Knowledge, Identify Source of Customer Knowledge, Verify Source of...

We conduct two studies to test three hypotheses: (1) Competition increases a firm’s customer satisfaction; (2) Rivals’ customer satisfaction increases a firm’s customer satisfaction; (3) Rivals’ customer satisfaction reduces a firm’s sales. First, we use store-level customer satisfaction data from a supermarket chain. Next, we consider a range of industries, using brand-level customer satisfact...

Current product-oriented database search facilities are widely used on the Internet but recognized as limited in capability for intelligent sales support. The vision of intelligent knowledgeable virtual sales agents is to incorporate more knowledge about products, customers, and the sales process into an electronic shop. This chapter describes a knowledge-based technology called case-based reas...

Websites are used to establish the company’s policy and image, to promote and sell goods or support services and to provide customer support and to facilitate the communication and enquiries between the end users and the organization in all over the world. This research paper will describe the contribution of intelligent systems in designing the strategic website for small business to satisfy t...

For many companies, competitiveness in e-commerce requires a successful presence on the web. Web sites are used to establish the company’s image, to promote and sell goods and to provide customer support. The success of a web site affects and reflects directly the success of the company in the electronic market. In this study, we propose a methodology to improve the “success” of web sites, base...

The EU Tenuta project was funded to assist EU eTEN projects improve the usability and accessibility of new e-services that are being validated on a European scale. The challenges facing Tenuta included how to initially convince projects that these were important issues, how to gain the confidence of projects that they would benefit Tenuta assistance, and how Tenuta could make an effective contr...

We present an overview of a novel customer support system developed at QUIQ between 1999 and 2003. The application was perhaps the first systematic use of mass collaboration, which builds on the observation that large communities of users can be effectively leveraged to help each other, and to advance the interests of the community as a whole. In recent years, mass collaboration has been propos...

Providing customer support through social media channels is gaining increasing popularity. In such a context, automatic detection and analysis of the emotions expressed by customers is important, as is identification of the emotional techniques (e.g., apology, empathy, etc.) in the responses of customer service agents. Result of such an analysis can help assess the quality of such a service, he...