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Customer satisfaction is an important factor in creating and maintaining long-term relationships with customers. Near real-time identification of potentially dissatisfied customers following phone calls can provide organizations the…
One of the goals of every business enterprise is to increase customer loyalty. The degree of customer loyalty is called customer quality which its forecasting will affect strategic marketing practices. The purpose of this study is to…
Understanding prospective clients becomes increasingly important as companies aim to enlarge their market bases. Traditional approaches typically treat each client in isolation, either studying its interactions or similarities with existing…
The conventional way of summarizing ratings or sentiment of reviews of customers on products of an online shopping brand are not sufficient to evaluate the financial health of that brand. It overlooks the social standing and influence of…
In this paper we introduce a case study describing the combination of manual survey-based and e-mail-based social network analysis. The goal of the project was to increase collaboration efficiency in a team of consultants of a major high…
The Net Promoter Score (NPS) is a novel summary statistic used by thousands of companies as a key performance indicator of customer loyalty. While adoption of the statistic has grown rapidly over the last decade, there has been little…
Mobile quality of experience and user satisfaction are growing research topics. However, the relationship between a user's satisfaction with network quality and the networks real performance in the field remains unexplored. This paper is…
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…
Network-based marketing refers to a collection of marketing techniques that take advantage of links between consumers to increase sales. We concentrate on the consumer networks formed using direct interactions (e.g., communications) between…
We investigate the impact of a novel method called "virtual mirroring" to promote employee self-reflection and impact customer satisfaction. The method is based on measuring communication patterns, through social network and semantic…
Social and professional networks affect labor market dynamics, knowledge diffusion and new business creation. To understand the determinants of how these networks are formed in the first place, we analyze a unique dataset of business cards…
Two of the defining elements of Social Networking Services are the social profile, containing information about the user, and the social graph, containing information about the connections between users. Social Networking Services are used…
We introduce the concept of communicability angle between a pair of nodes in a graph. We provide strong analytical and empirical evidence that the average communicability angle for a given network accounts for its spatial efficiency on the…
We provide an automated graph theoretic method for identifying individual users' trusted networks of friends in cyberspace. We routinely use our social networks to judge the trustworthiness of outsiders, i.e., to decide where to buy our…
Due to the rapid development of non-face-to-face services due to the corona virus, commerce through the Internet, such as sales and reservations, is increasing very rapidly. Consumers also post reviews, suggestions, or judgments about goods…
Customer ratings are valuable sources to understand their satisfaction and are critical for designing better customer experiences and recommendations. The majority of customers, however, do not respond to rating surveys, which makes the…
Today, the deployment of Web services in many enterprise applications has gained much attention. Service network inhibits certain common properties as they arise spontaneously and are subject to high fluctuation. The objective of consumer…
Attributed network data is becoming increasingly common across fields, as we are often equipped with information about nodes in addition to their pairwise connectivity patterns. This extra information can manifest as a classification, or as…
Purpose: The purpose of this paper is to explore possible factors impacting team performance in healthcare, by focusing on information exchange within and across hospital's boundaries. Design/methodology/approach: Through a web-survey and…
User satisfaction is closely related to enterprises, as it not only directly reflects users' subjective evaluation of service quality or products, but also affects customer loyalty and long-term business revenue. Monitoring and…