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Recommender systems are essential for personalizing digital experiences on e-commerce sites, streaming services, and social media platforms. While these systems are necessary for modern digital interactions, they face fairness, bias,…
In the age of ubiquitous technologies, security- and privacy-focused choices have turned out to be a significant concern for individuals and organizations. Risks of such pervasive technologies are extensive and often misaligned with user…
This study investigates factors that may determine satisfaction in customer service operations. We utilized more than 170,000 online chat sessions between customers and agents to identify characteristics of chat sessions that incurred…
We study generalizations of online bipartite matching in which each arriving vertex (customer) views a ranked list of offline vertices (products) and matches to (purchases) the first one they deem acceptable. The number of products that the…
Latest research revealed a considerable lack of reliability within user feedback and discussed striking impacts for the assessment of adaptive web systems and content personalisation approaches, e.g. ranking errors, systematic biases to…
The aim of the study is to determine the effect of the brand on purchasing decision on generation Y. For this purpose, a face-to-face survey was conducted with 231 people in the Y age range who have purchased mobile phones in the last year.…
Consumers can acquire information through their own search efforts or through their social network. Information diffusion via word-of-mouth communication leads to some consumers free-riding on their "friends" and less information…
In this work we study, on a sample of 2.3 million individuals, how Facebook users consumed different information at the edge of political discussion and news during the last Italian electoral competition. Pages are categorized, according to…
Social touch is essential for our social interactions, communication, and well-being. It has been shown to reduce anxiety and loneliness; and is a key channel to transmit emotions for which words are not sufficient, such as love, sympathy,…
Online communities are important spaces for members of marginalized groups to organize and support one another. To better understand the experiences of fat people -- a group whose marginalization often goes unrecognized -- in online…
In this paper, we present an empirical study of the opinion dynamics of a large-scale sample of online social network users. We estimate opinions of users as continuous scalars based on their subscriptions to information sources and analyze…
While social interactions are critical to understanding consumer behavior, the relationship between social and commerce networks has not been explored on a large scale. We analyze Taobao, a Chinese consumer marketplace that is the world's…
Research on customer satisfaction has increased substantially in recent years. However, the relative importance and relationships between different determinants of satisfaction remains uncertain. Moreover, quantitative studies to date tend…
Understanding the social and behavioral forces behind event participation is not only interesting from the viewpoint of social science, but also has important applications in the design of personalized event recommender systems. This paper…
Faceted browsing is a commonly supported feature of user interfaces for access to information. Existing interfaces generally treat facet values selected by a user as hard filters and respond to the user by only displaying information items…
We analyze 18 million rows of Wi-Fi access logs collected over a one year period from over 120,000 anonymized users at an inner-city shopping mall. The anonymized dataset gathered from an opt-in system provides users' approximate physical…
Whenever a social media user decides to share a story, she is typically pleased to receive likes, comments, shares, or, more generally, feedback from her followers. As a result, she may feel compelled to use the feedback she receives to…
We study a model of user decision-making in the context of recommender systems via numerical simulation. Our model provides an explanation for the findings of Nguyen, et. al (2014), where, in environments where recommender systems are…
Online reviews have become essential for users to make informed decisions in everyday tasks ranging from planning summer vacations to purchasing groceries and making financial investments. A key problem in using online reviews is the…
The quality of social interaction is crucial for psychological and physiological health. Previous research shows that smartphones can negatively impact face-to-face social interactions. Many HCI studies have addressed this by limiting…