Title :
Tacit Suggestions Extraction Process for Consumer-Oriented Services
Author :
Cimitile, Marta ; Maggi, Fabrizio Maria ; Mastelloni, Gemma ; Visaggio, Giuseppe
Author_Institution :
Comput. Sci. Dept., Bari Univ., Bari
Abstract :
The knowledge deriving from the interactions between organizations offering a service/product and their users can be used to perceive new ideas for service/product improvement. Whenever customers communicate with an organization, unconsciously they give some improvement suggestions that can be extracted through storing, analysis and treatment of their requests, comments and observations. All this induces research studies towards an investigation of tacit suggestions extraction techniques, tools and processes. In this work a framework based on the use of a CRM and a tacit suggestions extraction process is proposed. The framework is applied to an e-learning context in order to extract new suggestions for the e-learning services improvement.
Keywords :
customer satisfaction; customer services; knowledge acquisition; marketing data processing; CRM; consumer-oriented service; customer relationship management; product improvement; service improvement; tacit suggestion extraction process; Computational linguistics; Computer science; Context-aware services; Customer relationship management; Data mining; Electronic learning; Information filtering; Information filters; Natural language processing; Text mining; customer knowledge; customer oriented services improvement; e-learning; knowledge extraction process;
Conference_Titel :
Digital Society, 2009. ICDS '09. Third International Conference on
Conference_Location :
Cancun
Print_ISBN :
978-1-4244-3550-6
Electronic_ISBN :
978-0-7695-3526-5
DOI :
10.1109/ICDS.2009.29
