Aiming at the actuality that the research about costumer service recovery prediction structure is relatively deficient under the background of China culture, based on literature analysis, profound interview, opening investigation and expectation research, we adopt exploratory factor analysis method and confirmatory factor analysis method to develop and validate the scale used to measure custome...

Significant attention has been recently drawn to the relationship between online customer reviews (OCRs) and purchase intention. Nevertheless, due to the complex nature of the problem, such a relationship is not yet entirely understood. This ongoing study aims, therefore, to examine this relationship by developing an understanding of the impact of the non-numerical attributes of OCRs on custome...

Facing a customer market with rising demands for cloud service dependability and security, trustworthiness evaluation techniques are becoming essential to cloud service selection. But these methods are out of the reach to most customers as they require considerable expertise. Additionally, since the cloud service evaluation is often a costly and time-consuming process, it is not practical to me...

It is predicted that by the year 2000, U.S. cellular carriers will invest billions of dollars for cellular billing and customer care. Two of the most desirable attributes of the cellular billing systems are the flexibility of upgrade and ability to inform the billing experts quickly about the status of the system to minimize any possible fraud and improve customer service. Although the second a...

Recent sensor technologies have enabled the capture of users’ behavior data. Given the large amount of data currently available from sensor-equipped environments, it is important to attempt characterization of the sensor data for automatically modeling users in a ubiquitous and mobile computing environment. As described herein, we propose a method that predicts a customer model using features b...

Increasing potential for turnover in e-commerce is inextricably linked with an increase in risk. Online retailers (e-tailers), aiming for a company-wide value orientation should manage this risk. However, current approaches to risk management either use average retail prices elevated by an overall risk premium or restrict the payment methods offered to customers. Thus, they neglect customer-spe...

Opinion mining also known as sentiment analysis, involves customer satisfactory patterns, sentiments and attitudes toward entities, products, services and their attributes. With the rapid development in the field of Internet, potential customer’s provides a satisfactory level of product/service reviews. The high volume of customer reviews were developed for product/review through taxonomy-aware...

Building classification tools to discriminate between good and bad credit risks is a supervised learning task that can be solved using different approaches. In constructing such tools, generally, a set of training data containing qualitative and quantitative attributes is used to learn the discriminant rules. In real world of credit applications a lot of the available information about the cust...

been studying the processes by which delivering high-quality goods and services increases profitability through customer satisfaction and found that customer satisfaction is related to positive word of mouth, cross-selling or upgrading, repurchase intentions, and reduced price sensitivity (e.g., Baker and Crompton 2000; Reichheld and Sasser 1990; Rust, Zahorik, and Kleiningham 1995; Stahl, Matz...