We investigate the issue of predicting new customers as profitable based on information about existing customers in a business-to-business environment. In particular, we show how latent semantic concepts from textual information of existing customers’ websites can be used to uncover characteristics of websites of companies that will turn into profitable customers. Hence, the use of predictive a...

We investigate the issue of predicting new customers as profitable based on information about existing customers in a business-to-business environment. In particular, we show how latent semantic concepts from textual information of existing customers’ websites can be used to uncover characteristics of websites of companies that will turn into profitable customers. Hence, the use of predictive a...

Previously, personalized service was provided by traditional channel. Now, they are available online by using web channel. Some unique features of a web channel make it different from a traditional channel. Previous research has studied the competition between a web channel and a traditional channel from various angles. In this paper, we develop a model to examine the impact of switching costs ...

Electronic Commerce is a significant, pervasive issue for businesses and customers. Kalakota and Whinston articulated eCommerce as being comprised of two relationship types: those between enterprises and customers; and those between and among enterprises. It is the former this minitrack addresses. However, it should be noted that a significant amount of research in traditional “Market Channels”...

In the paper, we use data mining techniques to analyze and retrieve customers’ travel patterns from the database in a travel system built in the WWW environment. Our solution consists of two phases. First, we propose three algorithms embedded in the system to arrange the travel routes and accommodations for customers. Second, we use mining techniques to extract the most interesting knowledge co...

This paper describes a study using mystery shoppers across multiple channels which investigated the traditional ‘line of visibility’ from service quality literature, and customer perceptions of organisational competencies “below the line”. We posited that in a multi-channel e-commerce environment, inconsistency or service breakdown above the line of visibility gives a negative impression of org...

Web traffic characterization and modeling is currently a hot research issue. Low-level analysis of HTTP traffic on the server allows one to build adequate traffic models to be used in server benchmarking. High-level analysis of Web user behavior allows one to optimize website structure and develop personalized service strategies. In this paper, analysis of customer sessions in an online store i...

In the past few years, there has been an increasing awareness of the important role of requirements engineering (RE) in a project’s success, in both research and industry. Developing consistent requirements specifications that meet the customers’ needs, in traditional development, is likely to be infeasible. For one reason, customers do not usually have a clear picture of what they really want....

Supply chain management (SCM) is currently mainly based on older information retrieval methods. It generally has not taken advantage of the ‘dynamic’ information that is now available due to developments in information and communication technology (ICT) and knowledge management (KM). The focus has also changed from a supply-side view of optimizing production efficiency to a demand–side view of ...