Customer response is a crucial aspect of service business. The ability to accurately predict which customer profiles are productive has proven invaluable in customer relationship management. An area that has received little attention in the literature on direct marketing is the class imbalance problem (the very low response rate). We propose a customer response predictive model approach combini...

The quality of a Web-based customer support system involves the information it supplies, the service it provides, and characteristics of the system itself; its effectiveness is reflected by the satisfaction of its users. This paper presents the results of a study of quality and effectiveness in Web-based customer support systems. Data from a survey of 726 Internet users were used to test theore...

Implementing third-party services to develop a chatbot is not cost-effective for many small and medium enterprises especially considering that only supports one language at time. To address this gap, paper proposes multilingual system will allow companies organizations customize deploy their own service with two extended features, which are live chat ticketing system. The also be able understan...

Enterprise Resource Planning (ERP) and related systems such as Supply Chain Management (SCM) and Customer Relationship Management (CRM) are incorporating decision support tools and technologies. In this paper, it presents an intelligent decision support, which includes business intelligence, customer intelligence, supply chain intelligence and business analysis. This literature reviews the IDSS...

More and more enterprises use Internet and WWW to improve their contacts to customers and to enhance customer relationships. The link between e-commerce and customer relationship management is well-known and is discussed in different publications (e.g. Hagel/Armstrong 1996, Shaw 1999, etc.). But Internet and WWW can offer even more: It can be an enabler for new and innovative business strategie...

Purpose – The purpose of this paper is to study the e-government service quality and risk perceptions of personal income taxpayers on e-government service value. Design/methodology/approach – The study uses qualitative in-depth interview and content analysis to explore the determinants of e-government service quality and risk dimensions of e-government service value. Findings – The findings sug...

Unavoidable disturbances induce the necessity of operations control and dispatching tasks in the timetable-driven rail traffic. Therefore, dispatching becomes one of the most relevant challenges for the economic success, since it directly affects the timeliness of passengers, which is a core indicator of customer satisfaction. Thus, the integration of passenger preferences into dispatching stra...

Since the mid 1980s marketing has no longer merely concentrated on the design of individual interactions but has also considered or even focused on the design of the entire customer relationship (cf. e.g. Dwyer and Schurr and Oh 1987; Rogers and Peppers 1994; Peter and Schneider 1994). Against the background of increasing purchaser power in saturated, transparent markets, this reorientation is ...