In 2001, Chen and Shao gave the nonuniform estimation of the rate of convergence in Berry-Esseen theorem for independent random variables via Stein-Chen-Shao method. The aim of this paper is to obtain a constant in Chen-Shao theorem, where the random variables are not necessarily identically distributed and the existence of their third moments are not assumed. The bound is given in terms of tru...

The development of ambient social applications brings challenges to aggregate information from heterogeneous sources, like users, physical environments, and available services. We propose a framework for aggregating information from different sources, and utilize a novel representation, Entity Notation (EN), as a starting point of connecting all information to knowledge-based systems, which off...

The Social Web is transforming the relationship between companies and customers. It offers the means to redesign the fundamental structure of customer service systems and to refocus on the relationship aspect of customer relationship management (CRM). Although various examples illustrate how companies may use Social Media in the field of CRM, the necessary IT systems are still open for research...

Relation extraction in documents allows the detection of how entities being discussed in a document are related to one another (e.g. partof). This paper presents an analysis of a relation extraction system based on prior work but applied to the J.D. Power and Associates Sentiment Corpus to examine how the system works on documents from a range of social media. The results are examined on three ...

Information Technology enabled Business Process Outsourcing (BPO) is a growing phenomenon yet little research has been conducted to understand the factors that determine its appropriateness for organisations. A framework that considers the decision from the perspective of the transaction, the organisation and its context is outlined. The usefulness of that framework is then assessed using a cas...

The purpose of this study was to test how potential customers’ perceptions of a hotel’s corporate social responsibility activities, service quality, and transparency affect relationship quality constructs such as trust, satisfaction, and customer loyalty. Our research design consisted of utilizing a convenience survey of 487American potential hotel customers. We then followed a two-step approac...

In recent years, the Web has evolved into an exchange platform. Customer relationship management must evolve and connect to social networks and place the company at the heart of communication. We propose in this paper an approach to community detection of customers of a company based on explicit and implicit behavior of customers. For this, we define a similarity measure, between a user and a t...

For IT companies, a quick reaction when a new product is being deployed into the market is crucial, so a very dynamic response is required, mainly analyzing the new channels used by their customers to express their satisfaction or concerns. This quick response can only be achieved if companies count with the support of powerful Opinion Mining Tools able to analyze the sentiment evolution over t...