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Contemporary ways of doing business are heavily dependent on the e-Commerce/e-Business paradigm. The highest priority of an e-Commerce Web site's management is to assure pertinent Quality-of-Service (QoS) levels of their Web services…
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…
Communication success relies heavily on reading participants' reactions. Such feedback is especially important for mental health counselors, who must carefully consider the client's progress and adjust their approach accordingly. However,…
The frustration index is a key measure for analysing signed networks, which has been underused due to its computational complexity. We use an exact optimisation-based method to analyse frustration as a global structural property of signed…
Email classification and prioritization expert systems have the potential to automatically group emails and users as communities based on their communication patterns, which is one of the most tedious tasks. The exchange of emails among…
Customer care in technical domains is increasingly based on e-mail communication, allowing for the reproduction of approved solutions. Identifying the customer's problem is often time-consuming, as the problem space changes if new products…
Financial institutions obtain enormous amounts of data about user transactions and money transfers, which can be considered as a large graph dynamically changing in time. In this work, we focus on the task of predicting new interactions in…
Likert-style surveys are a widely used research instrument to assess respondents' preferences, beliefs, or experiences. In this paper, we propose and demonstrate how network analysis (NA) can be employed to model and evaluate the…
This paper describes first experiments measuring organizational consciousness by comparing six "honest signals" of interpersonal communication within organizations with organizational metrics of performance.
The ability to estimate the current affective statuses of web users has considerable potential for the realization of user-centric services in the society. However, in real-world web services, it is difficult to determine the type of data…
We feel happy when web-browsing operations provide us with necessary information; otherwise, we feel bitter. How to measure this happiness (or bitterness)? How does the profile of happiness grow and decay during the course of web-browsing?…
Mobile phone communication as digital service generates ever-increasing datasets of human communication actions, which in turn allow us to investigate the structure and evolution of social interactions and their networks. These datasets can…
This research investigated the potential for improving Peer-to-Peer (P2P) credit scoring by using "private information" about communications and travels of borrowers. We found that P2P borrowers' ego networks exhibit scale-free behavior…
Email service providers have employed many email classification and prioritization systems over the last decade to improve their services. In order to assist email services, we propose a personalized email community detection method to…
Since internet technologies have advanced, one of the primary factors in company development is customer happiness. Online platforms have become prominent places for sharing reviews. Twitter is one of these platforms where customers…
Internet access is a special resource of which needs has become universal across the public whereas the service is operated in the private sector. Mobile Network Operators (MNOs) put efforts for management, planning, and optimization;…
The performance of a wireless sensor network (WSN) depends fundamentally on how its various parameters are configured under different link quality conditions. Surprisingly, even though WSNs have been extensively researched, there still…
Many online services, such as search engines, social media platforms, and digital marketplaces, are advertised as being available to any user, regardless of their age, gender, or other demographic factors. However, there are growing…
Network operators need to continuosly upgrade their infrastructures in order to keep their customer satisfaction levels high. Crowdsourcing-based approaches are generally adopted, where customers are directly asked to answer surveys about…
Huge advances in understanding patterns of human communication, and the underlying social networks where it takes place, have been made recently using massive automatically recorded data sets from digital communication, such as emails and…