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This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). After a comprehensive survey of the current literature on CRM, the thesis describes the development of a new intelligent CRM (I-CRM) framework, which integrates text analytics, type mapping, SPSS, structural equation modeling, and linear and fuzzy approaches. Meer
This book constitutes the refereed proceedings of the SIGSAND/PLAIS EuroSymposium 2016 titled Information Systems: Development, Research, Applications, Education, held in Gdansk and Sopot, Poland, on September 29, 2016. Meer
The development of Operations Research (OR) requires constant improvements, such as the integration of research results with business applications and innovative educational practice. Meer
This book reflects the tremendous changes in the telecommunications industry in the course of the past few decades – shorter innovation cycles, stiffer competition and new communication products. Meer
This book constitutes the refereed proceedings of the Third IFIP TC 5/8
International Conference on Information and Communication Technology, ICT-EurAsia 2015, with the collocation of AsiaARES 2015 as a special track on
Availability, Reliability and Security, and the 9th IFIP WG 8. Meer
This volume provides a survey of current research problems and results in humanitarian operations research. Additionally, it discusses existing applications of humanitarian operations research, and considers new research efforts that clearly extend existing research and applications. Meer
This second volume moves beyond a general introduction to product lifecycle management (PLM) and its principal elements to provide a more in-depth analysis of the subjects introduced in Volume 1 (21st Century Paradigm for Product Realisation). Meer
This volume constitutes the refereed proceedings of the 22st EuroSPI conference, held in Ankara, Turkey, in September/October 2015.The 18 revised papers presented together with 9 selected key notes and workshop papers were carefully reviewed and selected from 49 submissions. Meer
The LNCS Transactions on Modularity and Composition are devoted to all aspects of software modularity and composition methods, tools, and techniques, covering requirement analysis, design, implementation, maintenance, and evolution. Meer
The increasing importance of industrial services and rapid digitalization towards smart and remote services pose opportunities as well as challenges to the manufacturing sector. Meer
Sustainable development is based on the idea that societies should advance without compromising their future development requirements. This book explores how the application of data analytics and digital technologies can ensure that development changes are executed on the basis of factual data and information. Meer
This volume offers state-of-the-art research in service science and its related research, education and practice areas. It showcases recent developments in smart service systems, operations management and analytics and their impact in complex service systems. Meer
This book constitutes revised papers from the International Workshops held at the 20th International Conference on Business Process Management, BPM 2022, in Münster, Germany, during September 11-15, 2022. Meer
This book presents interdisciplinary research in software engineering with applications for the social sector. The author focuses on software applications that are used for social good and that serve the needs of society. Meer
This volume offers the state-of-the-art research and developments in service science and related research, education and practice areas. It showcases emerging technology and applications in fields including healthcare, energy, finance, information technology, transportation, sports, logistics, and public services. Meer
This book showcases recent research advances in service science and related fields. Including selected papers from the 2022 INFORMS International Conference on Service Science, held in Shenzhen, China from July 2 to 4, 2022, the book presents new theories and empirical results in the emerging, interdisciplinary field of digital transformation and society. Meer
This book contains extended, revised and selected papers from the 23rd International Conference on Enterprise Information Systems, ICEIS 2021, held online during April 2021. Meer
This book describes basic concepts of workflow automation in the graphic industry. There are three main chapters: Scope of Workflows in the Printing Industry, Production Models, and Metadata Formats. Meer
This book constitutes revised selected papers from the international workshops, the EDOC Forum and the Demonstration and Doctoral Consortium track, that were held at the 26th International Conference on Enterprise Design, Operations, and Computing, EDOC 2022. Meer
This book on Applied Operations Research and Financial Modelling in Energy (AORFME) presents several applications of operations research (OR) and financial modelling. Meer
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