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Full-Text Articles in Physical Sciences and Mathematics
Do Blockchain And Iot Architecture Create Informedness To Support Provenance Tracking In The Product Lifecycle?, Somnath Mazumdar, Thomas Jensen, Raghava Rao Mukkamala, Robert John Kauffman, Jan Damsgaard
Do Blockchain And Iot Architecture Create Informedness To Support Provenance Tracking In The Product Lifecycle?, Somnath Mazumdar, Thomas Jensen, Raghava Rao Mukkamala, Robert John Kauffman, Jan Damsgaard
Research Collection School Of Computing and Information Systems
Consumers often lack information about the origin and provenance of the products they buy. They may ask: Is a food product truly organic? Or, what is the origin of the gemstone in the ring I purchased? They also may have sustainability concerns about the footprint of a product at the end of its life. Producers and sellers, meanwhile, wish to know how longitudinal tracking of the provenance of products and their components can boost their sales prices and after-market value, and re- veal new business opportunities. We focus on how the product lifecycle (PLC) can be leveraged to track information …
Chronic Customers Or Increased Awareness? The Dynamics Of Social Media Customer Service, Shujing Sun, Yang Gao, Huaxia Rui
Chronic Customers Or Increased Awareness? The Dynamics Of Social Media Customer Service, Shujing Sun, Yang Gao, Huaxia Rui
Research Collection School Of Computing and Information Systems
Despite that social media has become a promising alternative to traditional call centers, managers hesitate to fully harness its power because they worry that active service intervention may encourage excessive use of the channel by disgruntled customers. This paper sheds light on such a concern by examining the dynamics between brand-level customer complaints and service interventions on social media. Using details of customer-brand interactions of 40 airlines on Twitter, we find that more service interventions indeed cause more customer complaints, accounting for the online customer population and service quality. However, the increased complaints are primarily driven by the awareness enhancement …