Customers agent sent into the network for shopping are always faced with some complex choices of products, prices and brands. This paper presents a supporting scheme to solve the problems faced by agent in decision making in purchasing online products. Our model consist consists of negotiating semantic for customer and merchant agent with possible advise in accordance to the user preferences an...

CRM managers are frequently overloaded with large number of text messages from their customers, and making sense of those messages is a difficult task. We introduce an interactive toolset that can facilitate the exploration of CRM data semi-automatically. This toolset is based on the state of the art text processing technologies and allows CRM managers to discover interactively the re-occurring...

Customer-centric strategies such as mass-customisation rely heavily on customer involvement co-designing products and services. In this sense, companies struggle to provide a better shopping experience by enabling technologies Industry 4.0 practices. Online configurators are an example of these that exist since decades but whose role in increasing value for the company is growing. This paper ad...

We propose a framework for design roadmapping that parallels existing product roadmapping and technology roadmapping processes. It leverages three needs we have observed in organizations as they use existing roadmapping processes: (1) to focus on development of customer and user experiences (UX), not just on features; (2) to increase engagement of designers early in the planning process; and (3...

Extended Producer Responsibility (EPR) legislation focuses on the life-cycle environmental performance of products and has significant implications for management theory and practice. In this paper, we examine the influence of EPR policy parameters on product design and coordination incentives in a durable product supply chain. We model a manufacturer supplying a remanufacturable product to a c...

We consider general large-scale service systems with multiple customer classes and multiple server (agent) pools; mean service times depend both on the customer class and server pool. It is assumed that the allowed activities (routing choices) form a tree (in the graph with vertices being both customer classes and server pools). We study the behavior of the system under a natural (load balancin...

Mass-produced goods tend to be highly standardized in order to maximize manufacturing efficiencies. Some high-value goods with limited production quantities remain much less standardized and each sale can be configured to meet the specific requirements of the customer. In this work we suggest a novel methodology to reduce the number of options for complex product configurations by identifying m...

Channel management is one of CRM systems component much influenced by the behaviour of customers in relation to its implementation and use. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contacts with the organization’s multi-channels can occur at several touch points throughout the customer lifec...

Open Sesame!® 1.0—released in 1993—was the world’s first commercial user interface (UI) learning agent. The development of this agent involved a number of decisions about basic design issues that had not been previously addressed, including the expected types of agent and the preferred form and frequency of interaction. In the two years after shipping Open Sesame! 1.0, we have compiled a rich d...

We analyze a general market for an industry of competing service facilities. Firms differentiate themselves by their price levels and the waiting time their customers experience, as well as different attributes not determined directly through competition. Our model therefore assumes that the expected demand experienced by a given firm may depend on all of the industry’s price levels as well as ...