This paper offers comments on the single-loop decision-making model. The underpinning theoretical bases of such a model are assessed. The role of information quality is hypothesized in relation to customer relationship management decision making in the context of a data warehouse. The importance of learning aspects of decision making is explained. A focus group was set up in order to (1) valida...

In this study we report on the benefits achieved from enterprise systems implementations. Building on the existing research this paper uses the expectation-benefits framework as an analytical lens to identify and understand realised benefits. The study comprises 14 empirical case studies that focus on projects to extend existing ERP and CRM implementations. The work serves two key objectives. F...

Customer relationships in services have been insufficiently studied compared to service interactions. In this paper findings from research on relationships within industrial marketing are applied to consumer services. To manage customer relationships new concepts are needed in addition to those used in static service quality models. A conceptual framework is presented where perceived service qu...

Data Quality is a major stake for large organizations and software companies are proposing increasing numbers of tools focusing on these issues. The scope of these tools is moving from specific applications (deduplication, address normalization etc ...) to a more global perspective integrating all areas of data quality (profiling, rule-detection...). A framework is needed to help managers to ch...

High-quality information is a prerequisite for companies to accomplish business and strategic goals, such as global reporting, customer relationship management or compliance with legal provisions. During the last years, experts in the field of information quality begun to realize that a paradigm shift is needed to solve information quality issues in organizations. Information should be treated ...

Social Media is more and more positioning as the channel to implement early warning systems for prompt reaction to events that might affect a company’s core business. The enabling of geo-location for social media interactions unlocks new possibilities for decision making scenarios aiming at triage situation where the quality of service decays. In this work we provide a system and a set of soft ...

Currently, in many application areas the demand on probabilistic data grows. Duplicate entity representations are an essential problem of data quality, for certain databases as well as for probabilistic databases. Traditional duplicate detection approaches are based on pairwise comparisons. For dealing with large data sets, however, a comparison of all entity representation pairs is impractical...

This paper analyzes telecom consumer relationship by exploring customer switching behavior and classifying communication categories to support companies in planning applicable communication to thwart the consumer switching and improving consumer loyalty. Quantitative research is carried out by surveying 383 telecom consumers who have experienced the switching process. Findings uncover that tele...

Quality Function Deployment (QFD) is a structured approach to defining customer needs or requirements and translating them into specific plans to produce products to meet those needs. The "voice of the customer" is the term to describe these stated and unstated customer needs or requirements. The voice of the customer is captured in a variety of ways: direct discussion or interviews, surveys, f...

The performance of an iris recognition system can be undermined by poor quality images and result in high false reject rates (FRR) and failure to enroll (FTE) rates. In this paper, a wavelet-based quality measure for iris images is proposed. The merit of the this approach lies in its ability to deliver good spatial adaptivity and determine local quality measures for different regions of an iris...