We present a new treebank of English and French technical forum content which has been annotated for grammatical errors and phrase structure. This double annotation allows us to empirically measure the effect of errors on parsing performance. While it is slightly easier to parse the corrected versions of the forum sentences, the errors are not the main factor in making this kind of text hard to...

Using electronic media for interaction with customers enables enterprises to integrate customer activity and knowledge about customers resulting in a high-quality relationship thus turning buying processes more efficient. In this paper we present findings and concepts from two projects. A study of the potential for online personalization conducted in Switzerland gives hints about the readiness ...

the aims of this paper are to measure the brand equity of e-banking services, and to improve the conceptualization of customer-based e-service brand equity. a pilot and a main study were conducted. the findings in this study support the model of customer-based brand equity in e-service. a pilot and a main study were conducted. this study used a sample of 130e-banking customers. from the interre...

Most extant research focused on the attractiveness of online games, but paid scant attention to the sources of customer dissatisfaction with online games. Thus, this study investigates the sources of customer dissatisfaction (dissatisfiers) with online games. From an online survey, this study identified five factors as the sources of customer dissatisfaction: (1) the deceptive behavior of other...

With the advancement of technology, many aspects of the face-to-face interpersonal dynamics in service encounters between sellers and customers have been replaced with technology-based Web interfaces. This paper develops and tests a model of customer satisfaction with technology mediated service encounters utilizing the suggestions of Meuter et al. [43] and the factors proposed by Jarvenpaa and...

This research aims to investigate the process and factors for developing customer loyalty through eservice quality experience. Based on previous studies on e-loyalty and loyalty, we developed an integrated model of e-loyalty antecedent factors by testing the eTailQ scale including website quality, security/privacy, value perception, reliability and customer support which are mediated through tr...

the aim of this study was to investigate the relationship between organizational support and customer orientation in employees of golestan sport and youth offices. the population consisted of employees of golestan sport and youth offices (n=203) in 2014. sample size was determined by cochran table and stratified random sampling method (n=132). finally, 125 questionnaires were returned. to colle...

Although firms have invested significant resources in implementing enterprise software systems (ESS) to modernize and integrate their business process infrastructure, customer satisfaction with ESS has remained an understudied phenomenon. In this exploratory research study, we investigate customer satisfaction for support services of ESS and focus on employee skills and customer heterogeneity. ...

A Working Paper is the author's intellectual property. It is intended as a means to promote research to interested readers. Its content should not be copied or hosted on any server without written permission from publications. We study the role of different contract types in coordinating the joint product improvement effort of a client and a customer support center. The customer support center'...

This paper explores the online customer experience (OCE) in relation to a utilitarian search for government provided business support services. The aim of this research is to understand the variables that can influence customers searching for business support services online and to explore the potential role of online customer support via social interaction during a customer’s online experience...