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Journal articles on the topic 'Customer support'

Author: Grafiati

Published: 4 June 2021

Last updated: 25 July 2025

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1

Zhao, Huan, and Qiu Hong Wu. "Custom Service Support Management Information System." Applied Mechanics and Materials 687-691 (November 2014): 4840–43. http://dx.doi.org/10.4028/www.scientific.net/amm.687-691.4840.

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In the era of the Internet as the core of globalization the interaction of enterprises, enterprises are faced with a series of thorny issues about how to make social relations resources into corporate sales and development resources. In the past Management strategy is from product-centric to customer-centric. If the companies want to survival and development, we must establish a good relationship with closely customers. By a good corporate credit, high quality products, quality service, to attract new and old customers to standardize the management, warm and caring, and efficient services to s

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Liang, Qiyi, and Ma Visitacion Gumabay. "Customer Relationship Management System with Decision Support." Journal of Smart Cities 9, no. 2 (2025): 36. https://doi.org/10.26789/jsc.2024.02.006.

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This paper studied customer relationship management system with decision support. At present, the fitness studio management system has accumulated a large amount of customer data, but the studio still has problems in customer management such as inaccurate customer target positioning and imperfect customer relationship management functions. It is still unable to conduct intelligent analysis, resulting in a decline in the overall management ability of customer groups. As such, customer turnover is high, and customer loyalty is reduced. To solve such problems, this research constructed a customer

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MU, Dhanya, Sneha A, Vennapusa Moksha Sravani, and Pragathi MS. "Enhancing Customer Support with Machine Learning: A Customer Support Chatbot with ML." International Journal of Research Publication and Reviews 6, no. 1 (2025): 2373–77. https://doi.org/10.55248/gengpi.6.0125.0434.

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Journal, IJSREM. "CUSTOMER SUPPORT CHATBOT." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 01 (2024): 1–10. http://dx.doi.org/10.55041/ijsrem27984.

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Abstract—The food business has seen a dramatic transition in recent years toward digital platforms as more and more customers choose to order food through online channels. Businesses are using creative solutions, like customer care chatbots, to handle the growing demand and expedite the purchase process. The creation and application of a customer support chatbot designed especially for food orders is the main goal of this study. This study's main goals are to integrate a sophisticated chatbot system into the meal ordering process to improve operational efficiency and the overall user experienc

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Goffin, Keith. "Customer support." International Journal of Physical Distribution & Logistics Management 29, no. 6 (1999): 374–98. http://dx.doi.org/10.1108/09600039910283604.

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Dewi, Apria Tika, and Dhani Ichsanuddin Nur. "Customer Loyalty Analysis in PT. BNI-46 (Persero) Support Branch of Graha Pangeran Surabaya." IJEBD (International Journal of Entrepreneurship and Business Development) 4, no. 4 (2021): 555–65. http://dx.doi.org/10.29138/ijebd.v4i4.1469.

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BANK is a financial institution that plays an important role in the economy which influences the movement of economic growth with the aim of improving the standard of living of the people at large. Based on the background of the problem, regarding the provision of good service quality to customers and the satisfaction received by customers with bank trust are the reasons for customers in choosing a bank so that customer loyalty can be created. This study aims: to determine the effect of trust on customer loyalty, to determine the effect of service quality on customer loyalty, to determine the

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Sarayu, G. "Customer Support Chat Bot with Machine Learning." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 01 (2025): 1–9. https://doi.org/10.55041/ijsrem40839.

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Customer support is a critical function for businesses aiming to deliver excellent service and retain loyal customers. In recent years, chatbots powered by machine learning (ML) have transformed how businesses interact with customers by providing instant, accurate, and scalable support. This article delves into the development, functionality, and benefits of customer support chatbots built with machine learning. AI-powered chatbots are increasingly popular in customer support due to their adaptability and efficiency.This project creates a modern customer service chatbot with a unique "speak al

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Lawan, Garba. "Impact of customer support and customer technology adoption on Customers Loyalty in the Nigerian Banking Industry." Multidisciplinary Journal of Science and Technology 3, no. 5 (2023): 108–17. https://doi.org/10.5281/zenodo.10338840.

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The study examined impact of customer support and customer technology adoption on customer's loyalty in the Nigerian banking industry. Its aim was to assess the level of relationship between customer support and customer technology adoption and customer loyalty in the Nigerian banking industry. In line with the objective of the study, two null hypotheses were formulated to guide the research. The theoretical foundation of the study was based on Rogers innovation diffusion theory and technology acceptance model (TAM) theories. The study adopted cross-sectional survey research design. The p

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Prakash, Divya. "OptiMediaAI :Transforming Customer Support with AI-Driven Video Innovation." International Journal for Global Academic & Scientific Research 3, no. 4 (2025): 62–79. https://doi.org/10.55938/ijgasr.v3i4.155.

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In a world where customer satisfaction is paramount, this paper introduces an innovative breakthrough that revolutionizes customer support experiences. The AI-Powered Video Customer Care Solution, VidAi, combines cutting-edge technologies to reshape customer interactions. Effective communication and problem-solving are crucial for maintaining client happiness in the modern customer care environment. This model pioneers a new era of engagement by seamlessly integrating AI, machine learning, video communication, and gesture recognition. The solution unlocks aspects of customized engagement, deep

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Helgesen, Øyvind. "Do Customer Profitability Accounting and Analyses Provide Managers with new Decision Support?" International Journal on Food System Dynamics 12, no. 2 (2021): 95–107. https://doi.org/10.18461/ijfsd.v12i2.78.

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This paper has two purposes: (1) to study the relationships between subjective and objective (cost-based) measures of customer profitability, and (2) to study managers’ collective cognitions of their customers’ profitability. Empirical data have been collected from four Norwegian fish exporters: (1) managers’ a priori subjective judgments of the profitability of customers, and (2) customer profitability accounts (not available earlier). This industry has a very high level of directly traceable costs (98.5 per cent) implying very low uncertainties in the measures of customer profitability. Asso

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REDDY, A. PAVAN KUMAR, M. PRUDHVI RAJU, and ABHAY R. ACHARYA. "Customer Support Chat Bot with ML." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 01 (2025): 1–9. https://doi.org/10.55041/ijsrem40571.

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This project focuses on building an intelligent chatbot designed to streamline customer support by efficiently interpreting and addressing customer complaints or queries. The chatbot integrates seamlessly with an existing database to search for potential resolutions, providing instant responses to common issues. If no suitable solution is found in the database, the chatbot escalates the query to support staff, ensuring manual intervention when necessary. Leveraging machine learning, the chatbot continuously learns from interactions between customers and support staff, updating the database wit

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Bharti, Julee. "Exploring the Role of Customer Relationship Management in Enhancing Customer Engagement." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 05 (2024): 1–5. http://dx.doi.org/10.55041/ijsrem34759.

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In this competitive market, customer is the most important property in an organization. It is not surprising that customer relationship management is increasingly used by the organizations to support different type of their customer. Customer is a source of information which is necessary for implementation of marketing strategy. According to changes in market place and active participation of customers in communicating marketing activities, customer relationship management becomes important. Customer relationship management is a phrase that describes how a firm interacts with customers. Most p

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Lawan, Garba. "IMPACT OF WEBSITE DESIGN, CUSTOMER SUPPORT AND CUSTOMER TECHNOLOGY ADOPTION ON CUSTOMERS LOYALTY IN THE NIGERIAN BANKING INDUSTRY." JOURNAL OF UNIVERSAL SCIENCE RESEARCH 1, no. 11 (2023): 600–613. https://doi.org/10.5281/zenodo.10223116.

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The study examined impact of website design, customer support and customer technology adoption on customer's loyalty in the Nigerian banking industry. Its aim was to assess the level of relationship between website design, customer support and customer technology adoption and customer loyalty in the Nigerian banking industry. In line with the objective of the study, three null hypotheses were formulated to guide the research. The theoretical foundation of the study was based on Rogers innovation diffusion theory and technology acceptance model (TAM) theories. The study adopted cross-secti

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N., Baggyalakshmi, Malar S., and Revathi R. "E-Support System for Identifying the Compressor." International Academic Journal of Science and Engineering 10, no. 2 (2023): 114–22. http://dx.doi.org/10.9756/iajse/v10i2/iajse1015.

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An E-Support system is an online system that provides users with support and assistance for various products or services. These systems are available 24/7, which means that customers can get the help they need at any time. The project is to implement and help people through online by developing the online website for compressor. This can be accessed online from any part of the world. It is a user - friendly website and was developed in visual studio code using java script, html and CSS. This website will assist to know more about the compressors like the details of pressure of the compressor,

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Ezekiel Onyekachukwu Udeh, Prisca Amajuoyi, Kudirat Bukola Adeusi, and Anwulika Ogechukwu Scott. "AI-Enhanced Fintech communication: Leveraging Chatbots and NLP for efficient banking support." International Journal of Management & Entrepreneurship Research 6, no. 6 (2024): 1768–86. http://dx.doi.org/10.51594/ijmer.v6i6.1164.

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The convergence of artificial intelligence (AI) and financial technology (fintech) has revolutionized the way banks and financial institutions communicate with customers. This paper explores the use of AI-enhanced fintech communication, focusing on the utilization of chatbots and natural language processing (NLP) to provide efficient banking support. AI-powered chatbots have become indispensable tools for banks seeking to enhance customer service and streamline communication channels. By leveraging NLP algorithms, these chatbots can understand and respond to customer queries in real-time, prov

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Leino, Henna M. "Secondary but significant: secondary customers’ existence, vulnerability and needs in care services." Journal of Services Marketing 31, no. 7 (2017): 760–70. http://dx.doi.org/10.1108/jsm-05-2016-0199.

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Purpose The purpose of this paper is to increase understanding of the status, vulnerability and needs of the health-care and nursing service customers’ (hereafter, care service customers’) loved ones. Design/methodology/approach The position and vulnerabilities of secondary customers of care services are studied and examples provided by reviewing empirical research reported in the care service literature. A conceptual discussion is developed on the “customer” concept in an extended sense, beyond the focal customers. The “primary customer” and “secondary customer” concepts are employed to suppl

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Hesamamiri, Roozbeh, and Atieh Bourouni. "Customer support optimization using system dynamics: a multi-parameter approach." Kybernetes 45, no. 6 (2016): 900–914. http://dx.doi.org/10.1108/k-10-2015-0257.

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Purpose – Customer support has always been considered a competitive advantage in many industries. In recent years, firms have begun to provide customers with a high-quality service experience, in order to attract more customers and achieve higher customer satisfaction. Although customer service and satisfaction have been discussed by other researchers, to the knowledge, there has been no dynamic and intelligent way to model and optimize customer support systems for product and service providers. The purpose of this paper is to develop a modeling method for customer support optimization. Design

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ANSWAN, YASSAR, and NUNO SUTRISNO. "PENINGKATAN PANGSAPASAR PERUSAHAAN RITEL MELALUI CUSTOMER SATISFCATION." E-Jurnal Manajemen Trisakti School of Management (TSM) 3, no. 4 (2023): 195–208. http://dx.doi.org/10.34208/ejmtsm.v3i4.2338.

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The purpose of this study was to determine the effect of Emotional Support, Instrumental Support, Informational Support and Appraisal Support on Customer Satisfaction of Lotte Mart customers in DKI Jakarta. The population used in this research is Lotte Mart customers who live in DKI Jakarta. The sample used was 147 respondents obtained using purposive sampling technique. The measurement of each variable in this study uses a 5-point Likert scale. The test tool for processing research data is using SPSS 25 software. The results of this study indicate that there is an influence of Emotional Suppo

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Cholil, Saifur Rohman, and Andri Roy Irawan. "Decision support system to determine the best customer using weighted aggregated sum product assessment method." Jurnal Teknik Informatika C.I.T Medicom 15, no. 1 (2023): 32–47. http://dx.doi.org/10.35335/cit.vol15.2023.367.pp32-47.

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A business engaged in the sale of building materials and building tools. Customers are important assets that must be maintained properly, because each customer will bring profits that can keep the business running. To maintain customer loyalty, business owners provide an appreciation and appreciation for the best customers. However, determining the best customer is still difficult because the process of determining the best customer is still done manually and randomly. The number of customers is also an obstacle to the process of determining the best customer. The method used is weighted aggre

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Alfiah, Fifit, Dita Setiawan, and Ade Setiadi. "Decision Support System Against Customer Management Loyalty in Silvi Using SAW Method." CCIT Journal 16, no. 1 (2023): 124–35. http://dx.doi.org/10.33050/ccit.v16i1.2563.

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Online financial institutions or currently often referred to as Finance Technology (Fintech) are one of the institutions that are developing in the digital and IoT era with official support from OJK. One of them is PT. Kreigan Sentral Teknologi which has the Silvi application for mobile or android users, the system currently running on the Silvi application still has several problems such as errors in calculating the number of customer transactions carried out by management which are still semi-computerized using Microsoft Excel where management spends considerable time time to calculate custo

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Kerse, Yagmur, and Gokhan Kerse. "The Effect of the Internal Customer (Employee) on the External Customer in Citizenship Behavior: A Mediated Model Through Customer Support Perception." Marketing and Management of Innovations 14, no. 3 (2023): 9–16. http://dx.doi.org/10.21272/mmi.2023.3-02.

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Organizational citizenship behaviour, which refers to employees exhibiting extra-role behaviours without expecting any tangible reward, can also be observed in customers. Similar to employees, customers can also engage in voluntary behaviours that are beneficial to the business (customer citizenship behaviour). These behaviours exhibited by both employees and customers areimportant for businesses to achieve their goals and survive. Therefore, the main purpose of this study is to determine the direct and indirect effects of employees’ citizenship behaviours on customers’ citizenship behaviours.

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Davenport, Thomas H., and Philip Klahr. "Managing Customer Support Knowledge." California Management Review 40, no. 3 (1998): 195–208. http://dx.doi.org/10.2307/41165950.

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Lessmann, Stefan, and Stefan Voß. "Customer-Centric Decision Support." Business & Information Systems Engineering 2, no. 2 (2010): 79–93. http://dx.doi.org/10.1007/s12599-010-0094-8.

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Katragadda, Vamsi. "Leveraging Intent Detection and Generative AI for Enhanced Customer Support." Journal of Artificial Intelligence General science (JAIGS) ISSN:3006-4023 5, no. 1 (2024): 109–14. http://dx.doi.org/10.60087/jaigs.v5i1.178.

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Customer support plays a pivotal role in shaping customer satisfaction and fostering loyalty within any business. This paper delves into how the integration of intent detection and generative AI (GenAI) can transform customer support systems. At the core of this transformation is the ability to understand user intent, which is essential for directing customers effectively through the support funnel to the appropriate services. By employing sophisticated natural language processing (NLP) techniques, training LLM to perform RAG and machine learning models, businesses can precisely discern custom

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LIN, JYHJONG. "AN OBJECT-ORIENTED DEVELOPMENT METHOD FOR CONSUMER SUPPORT SYSTEMS." International Journal of Software Engineering and Knowledge Engineering 19, no. 07 (2009): 933–60. http://dx.doi.org/10.1142/s0218194009004507.

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In recent years, customer relationships have been recognized by enterprises as a critical factor to succeed in their business. Effective customer relationships can help enterprises to deliver more satisfying products/services to customers based on their needs, preferences, or past transactions. This model, however, emphasizes the use of customer information to benefit enterprises; in contrast customers receive less information from enterprises. To address this problem, many technologies have been proposed such as recommendation systems and intelligent agents that provide customers with more in

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Sandhya, Rani Koppanathi. "Enhancing Customer Support with Salesforce and AI Chatbots." European Journal of Advances in Engineering and Technology 6, no. 5 (2019): 102–6. https://doi.org/10.5281/zenodo.13919289.

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Over these years and in this digital age, customer support is the major need for any organizations not willing to lose their foothold in respective markets. One of the leading Customer Relationship Management (CRM) platforms is Salesforce, which has become one of the customers' favorite tools in recent years, largely because it now boasts up to eight AI technologies, making improvements that transform service as well. In this paper, we dive into how AI chatbots are altering the landscape of customer support and Salesforce in particular. This research demonstrates the positives and negatives, a

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Ali, Ahmed Hassaan, and Jing Song. "The Impact of Perceived Procedural Justice on Dimensions of Customer Citizenship Behaviours: The Mediating Effect of Customer Perceived Support." Organizations and Markets in Emerging Economies 14, no. 3 (2023): 464–85. http://dx.doi.org/10.15388/omee.2023.14.1.

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The present study examines the influence of perceived procedural justice (PPJ) on four fundamental dimensions of customer citizenship behaviours (helping other customers, advocacy, customer tolerance, and feedback) and the mediating role of customer perceived support (CPS). Our research setting is the smartphone after-sales service sector in China. Structural equation modeling (SEM) using AMOS is employed to empirically test our hypotheses on the basis of survey data from 368 smartphonecustomers. We find that PPJ significantly contributes to the customer citizenship behaviours of helping other

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Wong, Vinncent Alexander, Muhammad Althaaf Fadhiilah, Dzikry Aji Santoso, Luthfia Rahmi Setyorini, Andi Ahyar Almuhajir Amrani, and Yusi Tyroni Mursityo. "Marketing Optimization: Purchase Data-Based Customer Segmentation Decision Support System." MATICS: Jurnal Ilmu Komputer dan Teknologi Informasi (Journal of Computer Science and Information Technology) 17, no. 1 (2025): 1–4. https://doi.org/10.18860/mat.v17i1.24274.

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Abstract—In the era of technological development and changes in shopping culture, e-commerce is increasingly dominating the market, and customer purchase data is becoming a valuable source of information for companies. To address the challenges of inappropriate targeting, customer retention, customer satisfaction, and measuring the effectiveness of marketing campaigns, this research aims to design a decision support system for customer segmentation based on purchase data, identify the optimal parameters of clustering algorithms, and develop appropriate marketing strategies for each group of cu

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Jassim, Ahmed Al-Selham, Ali. Al-Safran Safran, and Hamad Alharbi Asma. "Methods of Developing a Successful Customer Satisfaction Program in an IT Organization." International Journal of Innovative Science and Research Technology 7, no. 9 (2022): 373–75. https://doi.org/10.5281/zenodo.7114880.

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A customer satisfaction program (CSP) is composed of processes focused on satisfying customers for services rendered. Information technology (IT) organizations provide customers with services and support on software, hardware, network, data storage, and databases, among other service offerings. Customer satisfaction measurement depends on the quality of services provided by support staff. There are some effective methods for maintaining and improving customer satisfaction levels. The aim of this paper is to identify and include the right methods for developing a successful customer satisfactio

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ADIELE, KENNETH C., and MIEBAKA, D. GREND. "CUSTOMER SATISFACTION DETERMINANTS IN NIGERIA TELECOMMUNICATION FIRMS: THE CASE OF CUSTOMER SUPPORT SERVICES AND ASSURANCE." JOURNAL OF SOCIAL SCIENCE RESEARCH 6, no. 1 (2014): 905–14. http://dx.doi.org/10.24297/jssr.v6i1.3425.

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This study examines the effect of customer support services and service assurance on customer satisfaction. The study population was the five functional telecommunication companies registered and listed by the Nigeria Communication Commission (NCC) and the Corporate Affairs Commission (CAC). Data was generated from 200 customers of these mobile service providers which were randomly chosen. Out of the 200 distributed copies of structured questionnaire, 173 copies were returned and qualified for use. Descriptively, the study variables were presented and inferentially, the simple linear regressio

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SUPRITHA, G., VAISHNAVI VAISHNAVI, LEKHANA M, SAMBAVI B, and DEEPTHI S. "Customer Support Automation of Ticket Creation." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 01 (2025): 1–9. https://doi.org/10.55041/ijsrem40679.

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It has become a critical research area and innovation in itself to meet the efficiency and scale in handling customer inquiries because automation in customer support is critical. This paper comes as a robust solution toward the automatic creation of customer support tickets by using UiPath with Robotic Process Automation, or RPA. In such an approach, the proposed system will leverage the more advanced capability of UiPath automation so that all incoming queries from customers through different sources, including emails, even chatbots or social media, could be extracted, classified, and priori

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Hasanudin, Muhaimin, Ifan Prihandi, and Sifania Nazua. "Comparative Study of Iconnet Jabodetabek and Banten Using Linear Regression and Support Vector Regression." Journal of Computer Networks, Architecture and High Performance Computing 6, no. 1 (2023): 119–27. http://dx.doi.org/10.47709/cnahpc.v6i1.3362.

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PT PLN Indonesia Comnets Plus has little information regarding future customer growth, making it difficult to take steps to meet customer needs. This research aims to predict customer growth in the future based on quantitative data from the previous year, where the output provided produces data in the form of numbers that are analyzed using statistical methods. The hope is to provide information to maximize customer growth with the minimum area or bandwidth used by the company. This research uses linear regression and support vector regression (SVR) algorithms using a company secondary dataset

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van Tonder, Estelle, Stephen G. Saunders, and Leon T. de Beer. "A simplified approach to understanding customer support and help during self-service encounters." International Journal of Quality & Reliability Management 37, no. 4 (2020): 609–34. http://dx.doi.org/10.1108/ijqrm-06-2019-0198.

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PurposeIn the absence of direct employee involvement, customers sharing knowledge and know-how with other customers during self-service encounters is key for promoting service quality. This study assessed the extent to which customer support and help during self-service encounters could simply be explained by multiple motivations of the social exchange theory.Design/methodology/approachA survey approach was followed. The model was tested among 258 electronic banking customers in South Africa and later cross-validated among 253 electronic banking customers in Australia. Multi-group confirmatory

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AZHAR, DZULFIKAR. "Desain Model Artificial Intelligence Untuk Peningkatan Customer Experience & Penjualan Tenaga Listrik Melalui Penambahan Fitur Virtual Customer Support Pada Aplikasi PLN Mobile." Jurnal Energi dan Ketenagalistrikan 1, no. 2 (2023): 157–65. http://dx.doi.org/10.33322/juke.v1i2.33.

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This study focuses on efforts to improve Customer Experience by incorporating Artificial Intelligence (AI)-based features into the PLN Mobile application. Given the challenges where many customers remain unaware of the variety of PLN products, the process of becoming a customer, and the boundaries of customer and PLN responsibilities, this research proposes the application of AI to improve customer interactions with PLN. The primary objective is to create an effective AI Chat Bot model for Customer Support, capable of efficiently serving both customers and non-customers. The methodology employ

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Roberts-Lombard, Mornay, and Daniël Johannes Petzer. "Relationship marketing: an S–O–R perspective emphasising the importance of trust in retail banking." International Journal of Bank Marketing 39, no. 5 (2021): 725–50. http://dx.doi.org/10.1108/ijbm-08-2020-0417.

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PurposeUsing the stimulus–organism–response (S–O–R) framework, this study investigates the role of trust (organism) in influencing the behavioural intentions (response) of emerging market retail banking customers, based on the banks' selected customer-focused efforts (stimuli) to influence behavioural intentions. The study also looks at the moderating effects of customers' perceived value and the duration of their support on these relationships.Design/methodology/approachThe data analysed were collected from 599 retail banking customers in an emerging market via a self-administered questionnai

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Zimmermann, Barbara K., Christian Dormann, and Maureen F. Dollard. "On the positive aspects of customers: Customer-initiated support and affective crossover in employee-customer dyads." Journal of Occupational and Organizational Psychology 84, no. 1 (2011): 31–57. http://dx.doi.org/10.1111/j.2044-8325.2010.02011.x.

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RAI, AVISHEK KUMAR. "CUSTOMER SATISFACTION AND CUSTOMER LOYALTY AT JAYASHREE TEXTILES." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 04 (2024): 1–5. http://dx.doi.org/10.55041/ijsrem32789.

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In this globalised and intensely competitive world, it is very necessary to retain existing customers. Thus customer loyalty has become need of any manufacturing industry. But to gain customer loyalty, it is necessary for the organizations to know about the factors which are influencing customer loyalty. So, the aim of this research is to explore the factors which influence customer loyalty and customer satisfaction at Jayashree Textiles. The factors which are influencing customer loyalty are product quality, customer support, product pricing, overall customer experience, consumer spending, in

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KOKO, Joe BALANGA, Guylit KIALA LUTUMBA, Francis KANGA SALU, et al. "Machine Learning-based Customer Churn Analysis in Telecommunications Using Support Vector Machines." Asian Journal of Research in Computer Science 18, no. 5 (2025): 187–203. https://doi.org/10.9734/ajrcos/2025/v18i5648.

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Faced with globalization and increasing competition, the information available via the Internet and the many connected objects continues to increase. This explosion of data, often heterogeneous and from diverse sources, poses major challenges in terms of storage, analysis and exploitation. This paper is the result of the present research on the analysis and classification of churning customers in a telecommunications company. These data, often heterogeneous and coming from various sources, require in-depth analysis as well as new storage and exploration paradigms to extract value from them. Th

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Laely, Nur, Djunaedi, Angga Rizka Lidiawan, and Berlian Rahmy Lidiawaty. "Regulation and Technology Innovation in Support of Comprehensive Customer Experience in the Banking Industry in Kediri." Journal of Law and Sustainable Development 12, no. 1 (2024): e2225. http://dx.doi.org/10.55908/sdgs.v12i1.2225.

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Finalidade: The finalidade of the study is to investigate the influence of regulation and technology innovation on the comprehensive customer experience in the banking industry in Kediri, East Java. Purpose: The purpose of the document is to present the results and discussion of a study conducted on the regulation and technology innovation in support of comprehensive customer experience in the banking industry in Kediri. The document aims to test and develop a policy model suitable for several banks in Kediri City, East Java, and provide views and policy models that can be applied to other ban

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Baker, Melissa A., and Kawon Kim. "Becoming cynical and depersonalized: how incivility, co-worker support and service rules affect employee job performance." International Journal of Contemporary Hospitality Management 33, no. 12 (2021): 4483–504. http://dx.doi.org/10.1108/ijchm-01-2021-0105.

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Purpose Customer incivility is commonplace across service industries. Yet, there is little that is known about how uncivil customers affect employees. The purpose of this study is to examine how uncivil customer interactions affect employees’ cynicism, depersonalization and job performance. Design/methodology/approach Study 1 uses the qualitative critical incident technique to content analyze employee perceptions of customer incivility and how it affects their job performance. Study 2 uses a 2 (incivility frequency: high vs low) × 2 (co-worker support: high vs low) × 2 (service rule commitment

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Katragadda, Vamsi. "Measuring ROI of AI Implementations in Customer Support: A Data-Driven Approach." Journal of Artificial Intelligence General science (JAIGS) ISSN:3006-4023 5, no. 1 (2024): 133–40. http://dx.doi.org/10.60087/jaigs.v5i1.182.

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The rapid adoption of Artificial Intelligence (AI) in customer support has transformed how businesses interact with customers, promising enhanced efficiency, reduced costs, and improved customer satisfaction. This paper presents a comprehensive framework for measuring the Return on Investment (ROI) of AI implementations in customer support using a data-driven approach. By integrating quantitative and qualitative metrics, we provide a robust methodology to evaluate the financial and operational impacts of AI solutions. Our analysis includes case studies from various industries, demonstrating th

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Wuyts, Stefan, Aric Rindfleisch, and Alka Citrin. "Outsourcing customer support: The role of provider customer focus." Journal of Operations Management 35, no. 1 (2014): 40–55. http://dx.doi.org/10.1016/j.jom.2014.10.004.

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Xiahou, Xiancheng, and Yoshio Harada. "B2C E-Commerce Customer Churn Prediction Based on K-Means and SVM." Journal of Theoretical and Applied Electronic Commerce Research 17, no. 2 (2022): 458–75. http://dx.doi.org/10.3390/jtaer17020024.

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Customer churn prediction is very important for e-commerce enterprises to formulate effective customer retention measures and implement successful marketing strategies. According to the characteristics of longitudinal timelines and multidimensional data variables of B2C e-commerce customers’ shopping behaviors, this paper proposes a loss prediction model based on the combination of k-means customer segmentation and support vector machine (SVM) prediction. The method divides customers into three categories and determines the core customer groups. The support vector machine and logistic regressi

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Mokha, Anupreet Kaur, and Pushpender Kumar. "Examining the Interconnections Between E-CRM, Customer Experience, Customer Satisfaction and Customer Loyalty." Journal of Electronic Commerce in Organizations 20, no. 1 (2022): 1–21. http://dx.doi.org/10.4018/jeco.292474.

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This study examines the impact of electronic customer relationship management (E-CRM) on customer loyalty through the mediating effects of customer experience and customer satisfaction in the context of the banking industry. Customer experience and customer satisfaction are considered to be pre-requisite tools for improving and enhancing long-lasting relationships with customers. The study has adopted Stimulus-Organism-Response (S-O-R) model as theoretical support to examine the relationships. To achieve the objectives, the data was gathered from 836 banks’ customers of India. The data was the

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AGINA, Mohamed Fathy, Dalia Abdelrahman FARRAG, Humoud Mohamed JABER, et al. "THE INFLUENCE OF CUSTOMER INCIVILITY ON HOTEL FRONTLINE EMPLOYEES' RESPONSES AND SERVICE SABOTAGE: DOES CO-WORKER SUPPORT MATTER?" GeoJournal of Tourism and Geosites 58, no. 1 (2025): 89–104. https://doi.org/10.30892/gtg.58108-1393.

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Customer incivility poses a difficulty for service industries since employees' negative responses to such customers may threaten the organization's success. Service industries implement stringent display guidelines and keep an eye on how Frontline Employees' Responses (FLEs) engage with customers. This study aims to investigate the impact of customer incivility on FLEs' negative responses and service sabotage, and to evaluate the moderating effect of co-worker support. The data is collected from 386 Sharm El-Sheikh hotel employees. The PLS-SEM results revealed that customer incivility positive

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Xie, Lishan, Dongmei Li, and Hean Tat Keh. "Customer participation and well-being: the roles of service experience, customer empowerment and social support." Journal of Service Theory and Practice 30, no. 6 (2020): 557–84. http://dx.doi.org/10.1108/jstp-11-2019-0228.

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PurposeThis research aims to contribute to the transformative service research (TSR) literature by examining how customer participation in the service process influences their service experience and eudaimonic well-being, as moderated by customer empowerment and social support.Design/methodology/approachIn the contexts of wedding (n = 623) and tourism services (n = 520), two surveys were conducted to test the hypotheses using mediation and moderation analyses.FindingsCustomer participation had a positive effect on their well-being, as mediated by service experience. These effects were moderate

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Khirdany, Elvin Nury, Sulaiha Nor Islamy, Laily Nur Aini, and Lailatul Maghfiroh. "Aplikasi metode association rule pada promosi produk." Journal of Management and Digital Business 2, no. 2 (2022): 75–85. http://dx.doi.org/10.53088/jmdb.v2i2.578.

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Product promotion is important by utilizing customer opinion to help choose products. A cafe is a place that many people visit, so it requires product promotion. Knowing the types of products that are often purchased can be used to determine what products are suitable to be promoted to customers. Therefore, it requires a method used for product promotion using association rules using support and confidence parameters. The results obtained are: If customer support for buying onion rings is 18%, then the confidence in latte americano is 60%. If customer support for buying onion rings is 25%, the

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Farhi, Faycal, Riadh Jeljeli, Khaled Zamoum, Yamine Boudhane, and Faten Ben Lagha. "Metaverse Technology in Communication Practices: A Case Study of IT Products Retailers in the UAE." Emerging Science Journal 7, no. 3 (2023): 928–42. http://dx.doi.org/10.28991/esj-2023-07-03-019.

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Introduction: Retail companies aim to provide their customers with improved customer support and public relations services. For this purpose, metaverse technology is one of the most preferred approaches to improving customers’ buying and post-purchase experiences. Aims: This research also examined metaverse technology acceptance among the IT products and services companies in the United Arab Emirates. Methods: The researchers employed a self-proposed study model and used the structural equation modeling approach. Results: Results revealed that relative advantage significantly affects customer

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Subham, Kumar. "NLP-Based Automation in Customer Support and Case Management." International journal of networks and security 05, no. 01 (2025): 91–117. https://doi.org/10.55640/ijns-05-01-07.

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The paper looks at the utilization of Natural Language Processing (NLP) technologies in customer support and case management systems with a discussion about their role in operational efficiency and customer satisfaction. NLP is a branch of artificial intelligence (AI) that enables machines to understand, interpret, and generate human language to enable businesses to automate conversations that human agents otherwise handle. Using NLP, organizations can handle a high load of the customer’s requests and queries while offering quicker, more accurate, and customized support. NLP components, namely

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V, Mr Chandrasekhar. "Customer Support Emails by RPA Methodology." International Journal for Research in Applied Science and Engineering Technology 11, no. 5 (2023): 4252–60. http://dx.doi.org/10.22214/ijraset.2023.52597.

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Abstract: In today’s internet era electronic mail (Email) is a widely used communication channel commonly used to control customer inquiries such as complaints, feedbacks, reviews, and suggestions. With an increase in the number of customers, there is a significant increase in the emails being received daily, which needs to be segregated, to ensure that a proper reply is sent to all the senders in an organization and to prevent overwhelming and messy email accumulation. And the problem with the traditional method is that a manual workforce team cannot sit and segregate every email as the humon

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