1 Background With the remarkable and ever increasing technology growth, we need various products and services from different vendors, such as: • Home appliances • Furniture • Mobile • Internet To deliver these products and provide services, representatives from concerned companies visit our place. We somehow need to ascertain if the person visiting is an authentic representative from the concer...

IT-enabled business process onshore outsourcing (BPOnO) in relationship to the community banking industry has grown steadily for the past several years. Business processing onshore outsourcing in comparison to offshore outsourcing uses firms within a country's own geographic boundaries to address back-end processes such as accounting, payroll, and customer support. Many banks are evaluating the...

The organizational adage ‘customer is king’ is not new. With a significant number of organizational resources devoted to understanding the ‘king’s’ needs and responding to them, this phrase, in today’s competitive business arena, is an understatement. With the increasing customer touch points and avenues for customers to provide formal/informal feedback, the modern day customer support ecosyste...

Community support systems (community platforms) that are providing a rich communication medium for work or interest groups are gaining more and more attention in application areas ranging from leisure support and customer support to knowledge management. One of these application areas is the support of teaching and research activities in universities. In this article we present a community supp...

mobile technology and mobile learning are considered as important and impressive factors in earning the organizational competencies and achieving competitive advantages and customer loyalty. the purpose of this study is to evaluate the role of mobile technology in customer loyalty. the mellat bank mobile services are entering a new transition period. in response, the banking industrial is shift...

Virtual communities not only allow customers to share ideas and help each other, but also provide new venues for vendors to manage customer relationships. Two studies are presented showing how two companies, one in the software industry and one in the airline industry, have successfully enhanced their relationship with customers by strategically participating in virtual communities. Both compan...

An understanding by support organisations of the key factors enabling successful enterprise after-sales customer support provision when using Web-based Selfservice Systems (WSSs) is essential to making improvements in such systems. This paper reports key stakeholder-oriented findings from an interpretive study of critical success factors (CSFs) for the transfer of after-sales support-oriented k...

New arising technologies change the modes of interaction between companies and their customers. So-called self-service technologies (SSTs) allow integrating customers as active participants into companies’ business processes and thereby are expected to generate not only more efficient processes but also positive effects on customer satisfaction. As some customers do not consider their integrati...

L. Luo J. Liu L. Shao W. Lu M. Ye Call centers play an important role in the online game industry, using automatic call navigation, information integration, and human agent communication to provide interactive services to assist customers. The unique nature of the online game experience has led to new requirements for the call center communication model. In this paper, we propose a context-awar...