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lectronic banking has emerged as the most lucrative and cost effective service in electronic commerce. While the movement of the major banks and financial service providers towards the digital channels, the future scope of online presence appears highly optimistic. Besides offering major banking services through this mode, the banks and financial service providers get platform to maintain direc...

Understanding customer behavior in brick-and-mortar stores and other physical indoor venues is essential for any business aiming to provide a more personal and compelling shopping experience, optimize store layout, and improve store operations. Achieving these goals ultimately leads to improved user experience, conversion rates, and increased revenue. Today’s mobile-based location technologies ...

This paper presents a certified confidence model which aims to ensure credibility for information exchanged among agents which inhabit an open environment. Generally speaking, the proposed environment shows a supplier agent b which delivers service for a customer agent a. The agent a returns to b a cryptographed evaluation r on the service delivered. The agent b will employ R as testimonial whe...

The application of process mining techniques for analyzing customer journeys seems promising for different stakeholders in the tourism domain, i.e., the tourism providers are enabled to, e.g., find nice offers or partner services and the guests can improve their holiday experience. One precondition for mining processes (high quality) logs. This paper reports on experiences in implementing a dat...

Data mining can be evaluated as a strategic tool to determine the customer profiles in order to learn customer expectations and requirements. Airline customers have different characteristics and if passenger reviews about their trip experiences are correctly analyzed, companies can increase customer satisfaction by improving provided services. In this study, we investigate customer review data ...

The case, based on actual experience, describes a nightmare of customer “service” interactions confronted when a Business School professor relocated from one state to another. The bulk of the case focuses on a several week’s long attempt to acquire broadband DSL service from a local phone company, MightyFone. Students are provided with a rich understanding of some of the downsides of reengineer...

While home services is a fast growing industry, little attention has been given to the management of its workforce. In particular, the productivity of home-service technicians depends not only on efficiently routing from customer-to-customer, but also the management of their skillsets. This paper introduces a model of technician routing that explicitly models individualized, experience-based le...

We propose a mechanism to learn communicative action structure to analyze adversarial reasoning patterns in customer complaints. An efficient way to assist customers and companies is to reuse previous experience with similar agents. A formal representation of customer complaints and a machine learning technique for handling scenarios of interaction between conflicting human agents are proposed....