Search results for "Customer"

Hits ?▲	Authors	Title	Venue	Year	Link	Author keywords
26	Mikko Korkala, Minna Pikkarainen, Kieran Conboy	Distributed Agile Development: A Case Study of Customer Communication Challenges.	XP	2009	DBLP DOI BibTeX RDF
26	Irene Samanta-Rounti	The Impact of e-Customer Relationship Marketing in Hotel Industry.	WSKS (2)	2009	DBLP DOI BibTeX RDF	hotel sector-e-marketing, e-CRM
26	Bing Quan Huang, M. Tahar Kechadi, Brian Buckley	Customer Churn Prediction for Broadband Internet Services.	DaWaK	2009	DBLP DOI BibTeX RDF
26	Preethi Raghavan, Jay Ramanathan, Rajiv Ramnath, Zhe Xu	A Framework for Improving Enterprise Services by Mining Customer Edge Data.	WETICE	2009	DBLP DOI BibTeX RDF
26	Tanveer A. Faruquie, Sumit Negi, L. Venkata Subramaniam	Protecting Sensitive Customer Information in Call Center Recordings.	IEEE SCC	2009	DBLP DOI BibTeX RDF
26	James D. Blocher, Dilip Chhajed	Minimizing customer order lead-time in a two-stage assembly supply chain.	Ann. Oper. Res.	2008	DBLP DOI BibTeX RDF	Coordinated supply chain, Lead-time, Scheduling
26	Kaiqi Xiong, Harry G. Perros	Trustworthy Web services provisioning for differentiated customer services.	Telecommun. Syst.	2008	DBLP DOI BibTeX RDF	Percentile response time, Security, Web services, Trustworthiness, Service availability
26	Shantanu Godbole, Shourya Roy	An integrated system for automatic customer satisfaction analysis in the services industry.	KDD	2008	DBLP DOI BibTeX RDF	csat analysis, services, text classification, business intelligence
26	Marko Jäntti, Niko Pylkkänen	Improving Customer Support Processes: A Case Study.	PROFES	2008	DBLP DOI BibTeX RDF
26	Audris Mockus, David M. Weiss 0001	Interval quality: relating customer-perceived quality to process quality.	ICSE	2008	DBLP DOI BibTeX RDF	software metrics
26	Kouji Aoyama, Takanori Ugai, Shigeru Yamada, Akihiko Obata	Extraction of Viewpoints for Eliciting Customer's Requirements based on Analysis of Specification Change Records.	APSEC	2007	DBLP DOI BibTeX RDF
26	Junping Qiu, Chunhui Tan	The Credibility of Enterprise's Website and Its Evaluation in the Customer's Perspective.	I3E (1)	2007	DBLP DOI BibTeX RDF
26	Mike Radmacher	Adaptive Customer Profiles For Context Aware Services in a Mobile Environment.	I3E (1)	2007	DBLP DOI BibTeX RDF
26	Oliver Au, Roger G. Stone, John Cooke	Precise Scenarios - A Customer-Friendly Foundation for Formal Specifications.	IFM	2007	DBLP DOI BibTeX RDF	precise scenario, formal method, use case, requirements specification, Z notation
26	Miia Kosonen, Hanna-Kaisa Ellonen	Virtual Customer Communities: An Innovative Case From The Media Industry.	Virtual Enterprises and Collaborative Networks	2007	DBLP DOI BibTeX RDF
26	Kjetil Moløkken-Østvold, Kristian Marius Furulund	The Relationship between Customer Collaboration and Software Project Overruns.	AGILE	2007	DBLP DOI BibTeX RDF
26	Kurt Matzler, Martin Waiguny, Anita Toschkov, Todd A. Mooradian	Usability, Emotions and Customer Satisfaction in Online Travel Booking.	ENTER	2006	DBLP DOI BibTeX RDF	booking behaviour, usability, emotions
26	Andreas Eberhardt, Oliver Gausmann, Antonia Albani	Case Study - Automating Direct Banking Customer Service Processes with Service Oriented Architecture.	OTM Workshops (1)	2006	DBLP DOI BibTeX RDF
26	Youping Yu, Shuqin Cai, Zhigao Liu	Developing New Customer Services for MDEs in e-time: A Platform-based Approach and Its Support System.	ICEBE	2006	DBLP DOI BibTeX RDF
26	Audris Mockus, Ping Zhang 0013, Paul Luo Li	Predictors of customer perceived software quality.	ICSE	2005	DBLP DOI BibTeX RDF	modeling, metrics, quality
26	Vaida Kadyte	Process Visibility: How Mobile Technology Can Enhance Business-Customer Care in the Paper Industry.	ICMB	2005	DBLP DOI BibTeX RDF
26	Mikko Korkala, Pekka Abrahamsson	Extreme Programming: Reassessing the Requirements Management Process for an Offsite Customer.	EuroSPI	2004	DBLP DOI BibTeX RDF
26	Lia Patrício, Raymond P. Fisk, João Falcão e Cunha, Nuno Jardim Nunes	Customer Experience Requirements for Multi-platform Service Interaction: Bringing Services Marketing to the Elicitation of User Requirements.	RE	2004	DBLP DOI BibTeX RDF
26	Kok Wai Wong, Chun Che Fung, Tamás D. Gedeon, Douglas Chai	Intelligent data mining and personalisation for customer relationship management.	ICARCV	2004	DBLP DOI BibTeX RDF
26	Minqing Hu, Bing Liu 0001	Mining and summarizing customer reviews.	KDD	2004	DBLP DOI BibTeX RDF	text mining, summarization, reviews, sentiment classification
26	Qing Wang, Dwight J. Makaroff, H. Keith Edwards	Characterizing customer groups for an e-commerce website.	EC	2004	DBLP DOI BibTeX RDF	session behaviour, electronic commerce, workload characterization
26	Angela Martin, Robert Biddle, James Noble 0001	The XP Customer Role in Practice: Three Studies.	Agile Development Conference	2004	DBLP DOI BibTeX RDF
26	Charles A. Shoniregun, Adebola Omoegun, Diepriye Brown-West, Oleksandr Logvynovskiy	Can eCRM and Trust Improve eC Customer Base?	CEC	2004	DBLP DOI BibTeX RDF
26	David Hussman	Coaching a Customer Team.	XP	2003	DBLP DOI BibTeX RDF
26	Hung-Jen Lai, Ting-Peng Liang, Yi-Cheng Ku	Customized Internet news services based on customer profiles.	ICEC	2003	DBLP DOI BibTeX RDF	product customization, electronic commerce, news recommendation
26	Dickson K. W. Chiu, Wesley C. W. Chan, Gary K. W. Lam, Shing-Chi Cheung, Franklin T. Luk	An Event Driven Approach to Customer Relationship Management in e-Brokerage Industry.	HICSS	2003	DBLP DOI BibTeX RDF
26	D. J. A. Somefun, Johannes A. La Poutré	Bundling and Pricing for Information Brokerage: Customer Satisfaction as a Means to Profit Optimization.	Web Intelligence	2003	DBLP DOI BibTeX RDF
26	Srinivasan Jagannathan, Jayanth Nayak, Kevin C. Almeroth, Markus Hofmann 0001	A model for discovering customer value for E-content.	KDD	2002	DBLP DOI BibTeX RDF
26	Yannick Lallement, Mark S. Fox	Interact: A Staged Approach to Customer Service Automation.	AI	2000	DBLP DOI BibTeX RDF
26	Gro Bjerknes, Lars Mathiassen	Improving the Customer-Supplier Relation in IT Development.	HICSS	2000	DBLP DOI BibTeX RDF
26	Marcus Brunner, Rolf Stadler	Virtual Active Networks - Safe and Flexible Environments for Customer-managed Services.	DSOM	1999	DBLP DOI BibTeX RDF	Management of Active Networks, Active Network Testbeds, Service Management, Service Provisioning
26	Christian Bauer 0004, Arno Scharl	Acquisition and Symbolic Visualization of Aggregated Customer Information for Analyzing Web Information Systems.	HICSS	1999	DBLP DOI BibTeX RDF
26	Stephen Schon, Omar Keith Helferich	Expert System Applications in Customer Service.	SIGBDP-SIGCPR	1987	DBLP DOI BibTeX RDF
25	Mikolaj Morzy, Marek Wojciechowski 0001, Maciej Zakrzewicz	Intelligent Reputation Assessment for Participants of Web-Based Customer-to-Customer Auctions.	AWIC	2005	DBLP DOI BibTeX RDF
25	Sherrie Y. X. Komiak, Weiquan Wang, Izak Benbasat	Comparing Customer Trust in Virtual Salespersons With Customer Trust in Human Salespersons.	HICSS	2005	DBLP DOI BibTeX RDF
25	Steven Fraser 0001, Angela Martin, Robert Biddle, David Hussman, Granville Miller, Mary Poppendieck, Linda Rising, Mark Striebeck	The role of the customer in software development: the XP customer - fad or fashion?	OOPSLA Companion	2004	DBLP DOI BibTeX RDF	process, extreme programming, agility
25	Saharon Rosset, Einat Neumann, Uri Eick, Nurit Vatnik, Yizhak Idan	Customer lifetime value modeling and its use for customer retention planning.	KDD	2002	DBLP DOI BibTeX RDF	churn modeling, incentive allocation, length of service, lifetime value, retention campaign
25	Rajan Suri, Xi-Ren Cao	The phantom customer and marked customer methods for optimization of closed queueing networks with blocking and general service times.	SIGMETRICS	1983	DBLP DOI BibTeX RDF	Simulation, Performance evaluation, Performance prediction, Queueing networks, Discrete event systems, Perturbation analysis, Sample path analysis
25	Cem M. Baydar	Optimization of Store Performance Using Personalized Pricing.	Evolutionary Computation in Practice	2008	DBLP DOI BibTeX RDF	Customer modeling and simulation, one-to-one modeling, individual pricing, evolutionary computation, agent-based simulation
25	Edward C. Malthouse	Mining for trigger events with survival analysis.	Data Min. Knowl. Discov.	2007	DBLP DOI BibTeX RDF	Trigger events, One-to-one marketing, Time-dependent covariates, CRM, Survival analysis, Customer lifetime value
25	Guoxin Li, Wen Shi	New Classification Method Based on Support-Significant Association Rules Algorithm.	ICIC (2)	2007	DBLP DOI BibTeX RDF	data mining, association rule mining, customer segmentation, classification method
25	Carlos André R. Pinheiro, Alexandre G. Evsukoff, Nelson F. F. Ebecken	Revenue recovering with insolvency prevention on a Brazilian telecom operator.	SIGKDD Explor.	2006	DBLP DOI BibTeX RDF	insolvency detection, revenue recovering, neural networks, customer relationship management
25	Wei-Shen Tai, Chen-Tung Chen	A Web User Preference Perception System Based on Fuzzy Data Mining Method.	AIRS	2006	DBLP DOI BibTeX RDF	Preference Perception, Web environment, Data Mining, Fuzzy Set Theory, Customer Satisfaction
25	Jeffrey Xu Yu, Yuming Ou, Chengqi Zhang, Shichao Zhang 0001	Identifying Interesting Customers through Web Log Classification.	IEEE Intell. Syst.	2005	DBLP DOI BibTeX RDF	customer retention, recommendation system, Web mining, data preparation, web log analysis
25	Ayhan Demiriz	Enhancing Product Recommender Systems on Sparse Binary Data.	Data Min. Knowl. Discov.	2004	DBLP DOI BibTeX RDF	recommender systems, e-commerce, collaborative filtering, customer relationship management, association mining, dependency networks
25	Jörg Becker 0001, Alexander Dreiling, Roland Holten, Michael Ribbert	Specifying information systems for business process integration - A management perspective.	Inf. Syst. E Bus. Manag.	2003	DBLP DOI BibTeX RDF	supply chain integration, supply chain process management, managerial views, data warehousing, customer relationship management, business objectives, Business process integration
25	Erin E. Heximer, Uliyana Markova, Lisa Wu 0002, Justine Yoon	A multidisciplinary approach to improving the user experience: information development, test, and user experience design teams working together.	SIGDOC	2002	DBLP DOI BibTeX RDF	testing, user centered design, user-centered design, information, multidisciplinary, customer feedback, cross-functional teams
25	Gyeung-Min Kim	Reengineering Selling Chain in Korean Insurance Industry: Opportunities and Challenges.	HICSS	2002	DBLP DOI BibTeX RDF	Selling Chain, Customer Relationship Management, Business Process Reengineering
25	Ward Whitt	A review of L=lambda W and extensions.	Queueing Syst. Theory Appl.	1991	DBLP DOI BibTeX RDF	L=W, Little's law, time averages and customer averages, sample-path methods, stationary marked point processes, H=G, the inversion formula, Campbell's formula, central limit, indirect estimation, conservation laws, conservation law, rate, limit theorems, level crossings, theorems
25	Anupreet Kaur Mokha, Pushpender Kumar	Examining the Interconnections Between E-CRM, Customer Experience, Customer Satisfaction and Customer Loyalty: A Mediation Approach.	J. Electron. Commer. Organ.	2022	DBLP DOI BibTeX RDF
25	Pushpender Kumar, Anupreet Kaur Mokha	Electronic Customer Relationship Management (E-CRM) and Customer Loyalty: The Mediating Role of Customer Satisfaction in the Banking Industry.	Int. J. E Bus. Res.	2022	DBLP DOI BibTeX RDF
25	Pu Liu, Mengqi Li, Dong Dai, Lingyun Guo	The effects of social commerce environmental characteristics on customers' purchase intentions: The chain mediating effect of customer-to-customer interaction and customer-perceived value.	Electron. Commer. Res. Appl.	2021	DBLP DOI BibTeX RDF
25	Sajjad Shokouhyar, Sina Shokoohyar, Niloufar Raja, Vipul Gupta	Promoting fashion customer relationship management dimensions based on customer tendency to outfit matching: mining customer orientation and buying behaviour.	Int. J. Appl. Decis. Sci.	2021	DBLP DOI BibTeX RDF
25	Seyedeh Khadijeh Taghizadeh, Syed Abidur Rahman, Md. Mosharref Hossain	Knowledge from customer, for customer or about customer: which triggers innovation capability the most?	J. Knowl. Manag.	2018	DBLP DOI BibTeX RDF
25	Chiaki Doi, Masaji Katagiri, Takashi Araki, Daizo Ikeda, Hiroshi Shigeno	Is he Becoming an Excellent Customer for us? A Customer Level Prediction Method for a Customer Relationship Management System.	AINA	2018	DBLP DOI BibTeX RDF
25	Anna Marti Bigorra, Ove Isaksson	Combining customer needs and the customer's way of using the product to set customer-focused targets in the House of Quality.	Int. J. Prod. Res.	2017	DBLP DOI BibTeX RDF
25	Kai-Chieh Hu, Mingying Lu, Feng-Yi Huang, William Jen	Click "Like" on Facebook: The Effect of Customer-to-customer Interaction on Customer Voluntary Performance for Social Networking Sites.	Int. J. Hum. Comput. Interact.	2017	DBLP DOI BibTeX RDF
25	Samer Alhawari	Customer Expansion Processes Mediating by Knowledge from Customer in the Jordanian Telecommunication Sector to Achieve Customer Profitability.	Int. J. E Entrepreneurship Innov.	2015	DBLP DOI BibTeX RDF
25	Yanyang Liuqu, Xinheng Fan, Paul L. Fu	From Customer Satisfaction to Customer Experience: Online Customer Satisfaction Practice in International E-commerce.	HCI (13)	2015	DBLP DOI BibTeX RDF
25	Helena Holmström Olsson, Jan Bosch	Towards Continuous Customer Validation: A Conceptual Model for Combining Qualitative Customer Feedback with Quantitative Customer Observation.	ICSOB	2015	DBLP DOI BibTeX RDF
25	Nastaran Mohammadhossein, Mohammad Nazir Ahmad, Nor Hidayati Zakaria, Shidrokh Goudarzi	A Study towards the Relation of Customer Relationship Management Customer Benefits and Customer Satisfaction.	Int. J. Enterp. Inf. Syst.	2014	DBLP DOI BibTeX RDF
25	Wenhua Liu, Mingli Zhang, Wei Wang	Mediating roles of customer emotion on the relationship between positive customer paticipation and customer satisfaction in microblog.	SOLI	2014	DBLP DOI BibTeX RDF
25	Jia-Yin Qi, Yong-Pin Zhou, Wen-Jing Chen, Qi-Xing Qu	Are customer satisfaction and customer loyalty drivers of customer lifetime value in mobile data services: a comparative cross-country study.	Inf. Technol. Manag.	2012	DBLP DOI BibTeX RDF
25	Shkodran Zogaj, Ulrich Bretschneider	Customer Integration in New Product Development - a literature Review Concerning the Appropriateness of Different Customer Integration Methods to attain Customer Knowledge.	ECIS	2012	DBLP BibTeX RDF
25	Ming-Hsien Yang, I-Ju Lin, Ji-Tsung Ben Wu	The Impact of Customer Profile and Customer Participation on Customer Relationship Management Performance.	Int. J. Electron. Bus. Manag.	2009	DBLP BibTeX RDF
25	Hangil Sun	The Impact of Customer Value and Internet Shopping Mall on Customer Loyalty and Customer Satisfaction.	ICE-B	2009	DBLP BibTeX RDF
25	Domenico Consoli, Claudia Diamantini, Domenico Potena	Improving the Customer Intelligence with Customer Enterprise Customer Model.	ICEIS (4)	2008	DBLP BibTeX RDF
24	Riddhiman Ghosh, Jhilmil Jain, Mohamed Dekhil	Brickstreams: physical hypermedia driven customer insight.	HT	2010	DBLP DOI BibTeX RDF	customer insight, physical hypermedia, clickstream analysis
24	Marco Pavone 0001, Nabhendra Bisnik, Emilio Frazzoli, Volkan Isler	A Stochastic and Dynamic Vehicle Routing Problem with Time Windows and Customer Impatience.	Mob. Networks Appl.	2009	DBLP DOI BibTeX RDF	customer impatience, sensor networks, traveling salesman problem, vehicle routing problem with time windows, mobile robotic networks
24	Renate Andersen, Anders I. Mørch	Mutual Development: A Case Study in Customer-Initiated Software Product Development.	IS-EUD	2009	DBLP DOI BibTeX RDF	customer-initiated product development, theoretical perspectives, mutual development, software development, case study, empirical analysis
24	Takao Terano, Ariyuki Kishimoto, Toru Takahashi 0003, Takashi Yamada, Masakazu Takahashi	Agent-Based In-Store Simulator for Analyzing Customer Behaviors in a Super-Market.	KES (2)	2009	DBLP DOI BibTeX RDF	Customer Behaviors, Data Mining, Decision Support, Agent-Based Modeling, Multi-agent Based Simulation
24	Yongwen Huang, Zhongshi He, Haiyan Wang	Optimization of Feature-Opinion Pairs in Chinese Customer Reviews.	IEA/AIE	2009	DBLP DOI BibTeX RDF	Customer reviews, Bootstrapping, Reviews mining, Harmonic-mean
24	António Pacheco 0001, Helena Ribeiro	Consecutive customer losses in oscillating GI X / M // n systems with state dependent services rates.	Ann. Oper. Res.	2008	DBLP DOI BibTeX RDF	Consecutive customer losses, GI X /M(m)//n system, Oscillating system, Busy period, batch arrivals
24	Jinsong Gao, Jinhui Xu, Zibo Zhou, Zhuojun Li	Customer Satisfaction Evaluation for Mobile Commerce Based on Fuzzy Comprehensive Evaluation.	ISECS	2008	DBLP DOI BibTeX RDF	evaluation, mobile commerce, Customer Satisfaction, fuzzy comprehensive evaluation
24	Chunhua Ju, Feipeng Guo	Research and Application of Customer Churn Analysis in Chain Retail Industry.	ISECS	2008	DBLP DOI BibTeX RDF	Customer Churn, Chain Retail Industry, Support Vector Machine, Principal Component Analysis
24	Kanokwan Atchariyachanvanich, Noboru Sonehara	Cluster Analysis of E-Commerce Customer Profiles Based on Trust Perception.	SAINT	2008	DBLP DOI BibTeX RDF	trust, cluster analysis, customer profile
24	Neunghoe Kim, Taek Lee, Dong-hyun Lee, Keun Lee, Hoh Peter In	Customer Value-based HW/SW Partitioning Decision in Embedded Systems.	SNPD	2008	DBLP DOI BibTeX RDF	Partitioning Decision, Embedded Systems, Customer Value
24	Dongjoo Lee, Ok-Ran Jeong, Sang-goo Lee	Opinion mining of customer feedback data on the web.	ICUIMC	2008	DBLP DOI BibTeX RDF	linguistic resource, opinion summarization, opinion mining, sentiment classification, customer feedback
24	Claudia Perlich, Saharon Rosset, Richard D. Lawrence, Bianca Zadrozny	High-quantile modeling for customer wallet estimation and other applications.	KDD	2007	DBLP DOI BibTeX RDF	customer wallet estimation, quantile estimation, data mining
24	Yuanquan Li, Jiayin Qi, Huaying Shu	A Study on Customer Satisfaction in Mobile Telecommunication Market by Using SEM and System Dynamic Method.	CONFENIS (2)	2007	DBLP DOI BibTeX RDF	ACSI, Telecommunication market, TAM, Customer satisfaction, SEM
24	Levente Bodrog, Gábor Horváth 0002, Sándor Rácz, Miklós Telek	A tool support for automatic analysis based on the tagged customer approach.	QEST	2006	DBLP DOI BibTeX RDF	Tagged customer approach, Numerical analysis, Markov reward models
24	Ayman E. Khedr, Joost N. Kok	Adopting Knowledge Discovery in Databases for Customer Relationship Management in Egyptian Public Banks.	IFIP PPAI	2006	DBLP DOI BibTeX RDF	Adopting new technology, banking sector, Customer Relationship Management (CRM), Knowledge Discovery in Databases (KDD)
24	Qi Su 0001, Kun Xiang, Houfeng Wang, Bin Sun, Shiwen Yu	Using Pointwise Mutual Information to Identify Implicit Features in Customer Reviews.	ICCPOL	2006	DBLP DOI BibTeX RDF	pointwise mutual information, customer review, implicit feature
24	Geir Kjetil Hanssen, Tor Erlend Fægri	Agile customer engagement: a longitudinal qualitative case study.	ISESE	2006	DBLP DOI BibTeX RDF	customer engagement, process transition, stakeholder management, agile process
24	Jaehwan Yang, Marc E. Posner	Scheduling Parallel Machines for the Customer Order Problem.	J. Sched.	2005	DBLP DOI BibTeX RDF	customer order scheduling, heuristic analysis, batch scheduling, kitting
24	Deok Kyun Yun, Ki Young Kim, Han Seo Ko	Customer expectation level in mobile data services.	Mobile HCI	2005	DBLP DOI BibTeX RDF	customer expectation level, value added and data service, quality attributes, mobile data service
24	Katharina Morik, Hanna Köpcke	Analysing Customer Churn in Insurance Data - A Case Study.	PKDD	2004	DBLP DOI BibTeX RDF	preprocessing for KDD, insurance data analysis, time-stamped data, customer relationship management
24	Colleen Cunningham, Il-Yeol Song, Peter P. Chen	Data warehouse design to support customer relationship management analyses.	DOLAP	2004	DBLP DOI BibTeX RDF	data warehouse, customer relationship management
24	Ola Henfridsson, Helena Holmström	Developing e-commerce in internetworked organizations: a case of customer involvement throughout the computer gaming value chain.	Data Base	2002	DBLP DOI BibTeX RDF	corporate value chain, customer involvement, internetworked organizations, online entertainment, e-commerce, computer games, systems development
24	Doug Warner, J. Neal Richter, Stephen D. Durbin, Bikramjit Banerjee	Mining user session data to facilitate user interaction with a customer service knowledge base in RightNow Web.	KDD	2001	DBLP DOI BibTeX RDF	self-help, clustering, multi-agent system, collaborative filtering, customer service, User session, user data
24	Betsy Layman	Using a ten step plan to provide outstanding customer service.	SIGUCCS	2001	DBLP DOI BibTeX RDF	service standards, training, customer service
24	D. Harrison McKnight, Norman L. Chervany	Conceptualizing Trust: A Typology and E-Commerce Customer Relationships Model.	HICSS	2001	DBLP DOI BibTeX RDF	Customer Relationship, Web Vendor, Trust
24	Nicholas C. Romano Jr.	Customer Relations Management Research: An Assessment of Sub Field Development and Maturity.	HICSS	2001	DBLP DOI BibTeX RDF	Customer Relations Management, Sub-Field Analysis, Electronic Commerce, Research Methods, Epistemology
23	Yvonne Clark, Peggy Shuffstall	If we build it will you come?	SIGUCCS	2009	DBLP DOI BibTeX RDF	building relationships, user-support content, collaborate, communicate, community, train, documentation, support, customer service, helpdesk, user support, customer support
23	Alexander Schellong, Thomas Langenberg	Effective citizen relationship management: Hurricane Wilma and Miami-Dade County 311.	DG.O	2006	DBLP DOI BibTeX RDF	311, ACAP, absorptive capacity, citizen relationship management, knowledge management, CRM, customer relationship management, customer service, call center, disaster, emergency management