RESUMEN This article focuses on Bolivian and international legislations around copyright, intellectual property (IP), the protection these might ofer to legal software owners, and how they realate to software in general. It also addresses he necessary steps needed when developing software from scratch: the need of a successful idea, the opportunity window, the market, the business plan, the vis...

In traditional customer service support of a manufacturing environment, a customer service database usually stores two types of service information: (1) unstructured customer service reports record machine problems and its remedial actions and (2) structured data on sales, employees, and customers for day-to-day management operations. This paper investigates how to apply data mining techniques ...

The adoption of IT Infrastructure Library (ITIL) framework is a challenging task for many IT service provider organizations. Many government organizations in Finland have also started to use ITIL and need help in configuring tools and defining processes. The research problem of this study is: What types of challenges exist in the IT service provider’s customer support? The main contribution of ...

In the spring of 1995, the central information technology (IT) division at Rice University began to implement a distributed model for computing support. The approach decentralized customer support into the academic divisions and involved matrixed teams from across the IT division, the library, and existing departmental staff. This article addresses the management aspects of the transition to di...

The INTELLECT n a t u r a l l a n g u a g e d a t a b a s e q u e r y s y s t e m , a product of Artificial Intelligence Corporation, is the only commercially available system with true English query capability. Based on experience with INTELLECT in the areas of quality assurance and customer support, a number of issues in evaluating a natural language database query system, particularly the IN...

Manufacturing providers aim not only for a revenue maximizing allocation of their limited production capacity but also for the establishment of long-term customer relations. Due to long-term contracts and strategic reference customers, users of traditional revenue management systems already account for varying worthiness of clients, and intuitively ignore or override booking control suggestions...

Many businesses have made or are making significant investments in data warehouses and marts that are designed to support a myriad of decision support systems (DSS). Due to the newness of data warehousing and related DSS (DWDSS), the nature of the decision support provided to DSS users and the importance of metadata and explanations within that support have not been documented. An exploratory c...

Three CBR systems were created to improve customer support at General Electric Appliances. The first tool helped call takers answer customers’ questions by using a case base of frequent questions and their answers. This has been in use since 1999 and increased the percentage of questions that could be answered without sending a field service technician to the customers’ home. The second tool is...

This paper presents a theoretical model of user reasons to adopt or resist the use of cell phones as a support tool in smoking cessation interventions and its empirical testing in two country settings with significantly different mobile phone penetration rate: the UK and Canada. A model comprising both factors favourable to adoption and resistance factors was constructed and tested simultaneous...

Although wireless and mobile technology is regarded as a useful tool for enhancing student-centered learning, few studies have explored the factors that may affect the application of this emerging technology in classroom situations. Accordingly, this study selects three factors (instructional belief, instructional routine, and features of wireless and mobile technology) via literature review, t...