@article{58650, abstract = {{Technical systems are characterized by increasing interdisciplinarity, complexity and networking. A product and its corresponding production systems require interdisciplinary multi-objective optimization. Sustainability and recyclability demands increase said complexity. The efficiency of previously established engineering methods is reaching its limits, which can only be overcome by systematic integration of extreme data. The aim of "hybrid decision support" is as follows: Data science and artificial intelligence should be used to supplement human capabilities in conjunction with existing heuristics, methods, modeling and simulation to increase the efficiency of product creation.}}, author = {{Gräßler, Iris and Pottebaum, Jens and Nyhuis, Peter and Stark, Rainer and Thoben, Klaus-Dieter and Wiederkehr, Petra}}, issn = {{2942-6170}}, journal = {{Industry 4.0 Science}}, keywords = {{AI, artificial intelligence, Data Science, decision support, extreme data, Künstliche Intelligenz, product creation, product development}}, number = {{1}}, publisher = {{GITO mbH Verlag}}, title = {{{Hybrid Decision Support in Product Creation - Improving performance with data science and artificial intelligence}}}, doi = {{10.30844/i4sd.25.1.18}}, volume = {{2025}}, year = {{2025}}, } @article{55271, abstract = {{Children’s information-related internet use positively affects their acquisition of computer- and information-related skills. Nevertheless, this use still occurs predominantly in the family context. Parents’ support of their children’s internet use can motivate them to use the internet for information-related purposes. However, while parents’ support seems to be important, the quantity and quality of parental support have been shown to have different associations with children’s motivation. Thus, the goal of the current study was to examine the relationship between parents’ support (quantity and quality), children’s motivation to engage in information-related internet use, and children’s actual information-related internet use (practical and school- or learning-related use) using structural equation modeling. In addition, we examined the mediating effects of children’s motivation. Specifically, 492 12-year-old German children answered a paper-and-pencil questionnaire. We found positive associations between the quantity and quality of parents’ support and children’s intrinsic and extrinsic motivation, while only structure-giving support was found to be related to children’s intrinsic motivation. The quantity of support was directly related to children’s school- or learning-related use, while intrinsic motivation was associated with both forms of information-related internet use. Furthermore, we confirmed that children’s motivation is an important mediator in this context. The implications of these findings for parents and children are considered.}}, author = {{Gruchel, Nicole and Kurock, Ricarda and Bonanati, Sabrina and Buhl, Heike M.}}, journal = {{Journal of Research in Childhood Education}}, keywords = {{children's motivation, information-related internet use, quality of parental support, quantity of parental support}}, title = {{{Children’s Information-Related Internet Use at Home: The Role of the Quantity and Quality of Parental Support and Children’s Motivation}}}, year = {{2024}}, } @misc{56282, abstract = {{Algorithmic bias has long been recognized as a key problem affecting decision-making processes that integrate artificial intelligence (AI) technologies. The increased use of AI in making military decisions relevant to the use of force has sustained such questions about biases in these technologies and in how human users programme with and rely on data based on hierarchized socio-cultural norms, knowledges, and modes of attention. In this post, Dr Ingvild Bode, Professor at the Center for War Studies, University of Southern Denmark, and Ishmael Bhila, PhD researcher at the “Meaningful Human Control: Between Regulation and Reflexion” project, Paderborn University, unpack the problem of algorithmic bias with reference to AI-based decision support systems (AI DSS). They examine three categories of algorithmic bias – preexisting bias, technical bias, and emergent bias – across four lifecycle stages of an AI DSS, concluding that stakeholders in the ongoing discussion about AI in the military domain should consider the impact of algorithmic bias on AI DSS more seriously.}}, author = {{Bhila, Ishmael and Bode, Ingvild}}, keywords = {{Algorithmic Bias, AI, Decision Support Systems, Autonomous Weapons Systems}}, publisher = {{ICRC Humanitarian Law & Policy Blog}}, title = {{{The problem of algorithmic bias in AI-based military decision support systems}}}, year = {{2024}}, } @inproceedings{45793, abstract = {{The global megatrends of digitization and sustainability lead to new challenges for the design and management of technical products in industrial companies. Product management - as the bridge between market and company - has the task to absorb and combine the manifold requirements and make the right product-related decisions. In the process, product management is confronted with heterogeneous information, rapidly changing portfolio components, as well as increasing product, and organizational complexity. Combining and utilizing data from different sources, e.g., product usage data and social media data leads to promising potentials to improve the quality of product-related decisions. In this paper, we reinforce the need for data-driven product management as an interdisciplinary field of action. The state of data-driven product management in practice was analyzed by conducting workshops with six manufacturing companies and hosting a focus group meeting with experts from different industries. We investigate the expectations and derive requirements leading us to open research questions, a vision for data-driven product management, and a research agenda to shape future research efforts.}}, author = {{Grigoryan, Khoren and Fichtler, Timm and Schreiner, Nick and Rabe, Martin and Panzner, Melina and Kühn, Arno and Dumitrescu, Roman and Koldewey, Christian}}, booktitle = {{Procedia CIRP 33}}, keywords = {{Product Management, Data Analytics, Data-Driven Design, Product-related data, Lifecycle Data, Tool-support}}, location = {{Sydney}}, title = {{{Data-Driven Product Management: A Practitioner-Driven Research Agenda}}}, year = {{2023}}, } @inproceedings{56477, abstract = {{We describe a prototype of a Clinical Decision Support System (CDSS) that provides (counterfactual) explanations to support accurate medical diagnosis. The prototype is based on an inherently interpretable Bayesian network (BN). Our research aims to investigate which explanations are most useful for medical experts and whether co-constructing explanations can foster trust and acceptance of CDSS.}}, author = {{Liedeker, Felix and Cimiano, Philipp}}, keywords = {{Explainable AI, Clinical decision support, Bayesian network, Counterfactual explanations}}, location = {{Lissabon}}, title = {{{A Prototype of an Interactive Clinical Decision Support System with Counterfactual Explanations}}}, year = {{2023}}, } @techreport{61908, abstract = {{For students, study abroad has its advantages but might also have unwanted adverse ef-fects, such as social isolation and loneliness. We analyze the role of emotional support in understanding loneliness among Chinese international students in Germany, in comparison to local students, from a gender perspective. Based on a representative sample, our findings suggest that Chinese international students feel lonelier than local ones. Female Chinese international students are less lonely compared to male ones, whereas the opposite is true for local students. Contrary to our expectations, a higher number of emotionally supportive ties is associated with higher levels of loneliness for all the students. Our further analysis of the correlation between emotional support and loneliness separately for the four subgroups indicates that while for female local students having more emotionally supportive ties is as-sociated with lower levels of loneliness, for female Chinese international students we find the opposite trend. For all male students, we find no significant effect of emotional support on loneliness. We recommend conducting a longitudinal study for examining the causality of the relationship between networks and loneliness in the future. Results have important implica-tions for universities and higher education research in understanding the role of networks on loneliness.}}, author = {{Bilecen, Basak and Diekmann, Isabell and Faist, Thomas}}, keywords = {{loneliness, personal networks, international student mobility, gender, emotional support}}, pages = {{23}}, publisher = {{Centre on Migration, Citizenship and Development (COMCAD), Fakultät für Soziologie}}, title = {{{The Dark Side of International Student Mobility: Which Students Suffer from Loneliness?}}}, volume = {{178}}, year = {{2023}}, } @inproceedings{29839, abstract = {{The development of business models is a challenging task that can be supported with software tools. Here, existing approaches and tools do not focus on the company’s situation in which the development takes place (e.g., financial resources, product type). To tackle this challenge, we used design science research to develop a situation-specific business model development approach that contains three stages: First, existing knowledge in terms of tasks to do (e.g., analyze competitive advantage), and decisions to be made (e.g., social media marketing) are stored in repositories. Second, the knowledge is used to compose a development method based on the company’s situation. Third, the development method is enacted to develop a business model. This demonstration paper presents a tool-support called Situational Business Model Developer that supports all stages of our approach. We release the tool under open-source and evaluate it with a case study on developing business models for mobile apps.}}, author = {{Gottschalk, Sebastian and Yigitbas, Enes and Nowosad, Alexander and Engels, Gregor}}, booktitle = {{Proceedings of the 17th International Conference on Wirtschaftsinformatik}}, keywords = {{Business Model Development, Situational Method Engineering, Tool Support}}, location = {{Nuremberg}}, publisher = {{AIS}}, title = {{{Situational Business Model Developer: A Tool-support for Situation-specific Business Model Development}}}, year = {{2022}}, } @book{30291, abstract = {{The volume comprises a variety of research approaches that seek to explore and understand employees’ learning and development through and for work. Working life reveals challenges through technological, economic and societal development that can only rudimentarily be addressed by formal education and training. Workplace learning becomes more and more important for employees and enterprises to successfully cope with these challenges. Workplace learning is a steadily growing field of educational research but it lacks so far a scholastic canon – there is rather a diversity of research approaches. This volume reflects this diversity by bringing together researchers from different countries and different theoretical backgrounds, presenting their current research on topics that all are relevant for understanding presages, processes and outcomes of workplace learning. Hence, this volume is of relevance for researchers as well as practitioners in the field and policy makers.}}, editor = {{Harteis, Christian and Gijbels, David and Kyndt, Eva}}, isbn = {{9783030895815}}, issn = {{2210-5549}}, keywords = {{new generation of researchersthe team level of workplace learningindividual level of workplace learningorganizational level of workplace learningsocietal level of workplace learninginterdependent cross-level research approachesWork AgencyWork-life perspectivesTeam learningTeam climateSocial influences on team learningKnowledge construction in teamsLearning cultureAcknowledgement of competencesTechnology and professional learningCreation of a learning eco-systemDiversity as a challenge for organisationsHigher education as preparation for WPLSocial support in networks and professional learningvocational and professional education}}, publisher = {{Springer International Publishing}}, title = {{{Research Approaches on Workplace Learning}}}, doi = {{10.1007/978-3-030-89582-2}}, year = {{2022}}, } @inproceedings{29539, abstract = {{Explainable Artificial Intelligence (XAI) is currently an important topic for the application of Machine Learning (ML) in high-stakes decision scenarios. Related research focuses on evaluating ML algorithms in terms of interpretability. However, providing a human understandable explanation of an intelligent system does not only relate to the used ML algorithm. The data and features used also have a considerable impact on interpretability. In this paper, we develop a taxonomy for describing XAI systems based on aspects about the algorithm and data. The proposed taxonomy gives researchers and practitioners opportunities to describe and evaluate current XAI systems with respect to interpretability and guides the future development of this class of systems.}}, author = {{Kucklick, Jan-Peter}}, booktitle = {{Wirtschaftsinformatik 2022 Proceedings}}, keywords = {{Explainable Artificial Intelligence, XAI, Interpretability, Decision Support Systems, Taxonomy}}, location = {{Nürnberg (online)}}, title = {{{Towards a model- and data-focused taxonomy of XAI systems}}}, year = {{2022}}, } @inproceedings{32309, abstract = {{Due to the increasing influences of a VUCA world, design thinking workshops have been established as a standard technique to build solutions according to uncertain customer needs. Concerning the ongoing pandemic and rising development of solutions across organizations, more and more workshops were conducted online with software support. However, existing software tools insufficiently address the different workshop situations in terms of the process (i.e., fixed tasks to conduct), the place (e.g., static online whiteboards), and people (i.e., synchronous working of all stakeholders). Therefore, we propose a design science study to develop a situation-specific software support that can be configured with flexible development processes, different places, and task-related people. Based on practical experience in existing research projects, we derive the initial design requirements and map them to a set of design principles. Out of that, we design a concept with its implementation as a software tool and point out open challenges. }}, author = {{Gottschalk, Sebastian and Yigitbas, Enes and Nowosad, Alexander and Engels, Gregor}}, booktitle = {{Proceedings of the 5th International Workshop on Software-intensive Business (IWSiB'22) }}, keywords = {{design thinking, situation-specific, cross-organizational, software support}}, publisher = {{ACM}}, title = {{{Towards Situation-specific Software Support for Cross-organizational Design Thinking Processes}}}, year = {{2022}}, } @article{32560, abstract = {{Several methods are available to answer questions regarding similarity and accuracy, each of which has specific properties and limitations. This study focuses on the Latent Congruence Model (LCM; Cheung, 2009), because of its capacity to deal with cross-informant measurement invariance issues. Until now, no cross-national applications of LCM are present in the literature, perhaps because of the difficulty to deal with both cross-national and cross-informant measurement issues implied by those models. This study presents a step-by-step procedure to apply LCM to dyadic cross-national research designs controlling for both cross-national and cross-informant measurement invariance. An illustrative example on parent–child support exchanges in Italy and Germany is provided. Findings help to show the different possible scenarios of partial invariance, and a discussion related to how to deal with those scenarios is provided. Future perspectives in the study of parent–child similarity and accuracy in cross-national research will be discussed.}}, author = {{Tagliabue, Semira and Zambelli, Michela and Sorgente, Angela and Sommer, Sabrina and Hoellger, Christian and Buhl, Heike M. and Lanz, Margherita}}, issn = {{1664-1078}}, journal = {{Frontiers in Psychology}}, keywords = {{latent congruence model, measurement invariance, similarity, accuracy, cross-national, cross-informant, parent-child relationship, support exchanges}}, publisher = {{Frontiers Media SA}}, title = {{{Latent Congruence Model to Investigate Similarity and Accuracy in Family Members' Perception: The Challenge of Cross-National and Cross-Informant Measurement (Non)Invariance}}}, doi = {{10.3389/fpsyg.2021.672383}}, volume = {{12}}, year = {{2021}}, } @inproceedings{19606, abstract = {{Mobile shopping apps have been using Augmented Reality (AR) in the last years to place their products in the environment of the customer. While this is possible with atomic 3D objects, there is is still a lack in the runtime configuration of 3D object compositions based on user needs and environmental constraints. For this, we previously developed an approach for model-based AR-assisted product configuration based on the concept of Dynamic Software Product Lines. In this demonstration paper, we present the corresponding tool support ProConAR in the form of a Product Modeler and a Product Configurator. While the Product Modeler is an Angular web app that splits products (e.g. table) up into atomic parts (e.g. tabletop, table legs, funnier) and saves it within a configuration model, the Product Configurator is an Android client that uses the configuration model to place different product configurations within the environment of the customer. We show technical details of our ready to use tool-chain ProConAR by describing its implementation and usage as well as pointing out future research directions.}}, author = {{Gottschalk, Sebastian and Yigitbas, Enes and Schmidt, Eugen and Engels, Gregor}}, booktitle = {{Human-Centered Software Engineering. HCSE 2020}}, editor = {{Bernhaupt, Regina and Ardito, Carmelo and Sauer, Stefan}}, keywords = {{Product Configuration, Augmented Reality, Model-based, Tool Support}}, location = {{Eindhoven}}, publisher = {{Springer}}, title = {{{ProConAR: A Tool Support for Model-based AR Product Configuration}}}, doi = {{10.1007/978-3-030-64266-2_14}}, volume = {{12481}}, year = {{2020}}, } @inproceedings{9850, abstract = {{A business model describes the mechanisms whereby a firm creates, delivers, and captures value. Following the steadily growing interest in business model innovation, software tools have shown great potential in supporting business model development and innovation. Yet, understanding the cognitive processes involved in the generation of business model ideas is an aspect of software design-knowledge that has so far been neglected. To investigate whether providing stimuli – in this case, brainstorming questions – can enhance individual creativity in this context, we conduct an exploratory experiment with over 100 participants. Our study is the first to systematically investigate the process of idea generation using a software-based business model development tool with stimuli. Our preliminary findings have the potential to support the future development of business model development tools and to refine the research design used to evaluate such tools.}}, author = {{Szopinski, Daniel}}, booktitle = {{Proceedings of the ACM Creativity & Cognition}}, keywords = {{Business model innovation, idea generation, cognitive stimuli, business model development tools, experiment, creativity support system}}, location = {{San Diego, USA}}, title = {{{Can stimuli improve business model idea generation? Developing software-based tools for business model innovation}}}, year = {{2019}}, } @inproceedings{5675, abstract = {{When responding to natural disasters, professional relief units are often supported by many volunteers which are not affiliated to humanitarian organizations. The effective coordination of these volunteers is crucial to leverage their capabilities and to avoid conflicts with professional relief units. In this paper, we empirically identify key requirements that professional relief units pose on this coordination. Based on these requirements, we suggest a decision model. We computationally solve a real-world instance of the model and empirically validate the computed solution in interviews with practitioners. Our results show that the suggested model allows for solving volunteer coordination tasks of realistic size near-optimally within short time, with the determined solution being well accepted by practitioners. We also describe in this article how the suggested decision support model is integrated in the volunteer coordination system which we develop in joint cooperation with a disaster management authority and a software development company.}}, author = {{Rauchecker, Gerhard and Schryen, Guido}}, booktitle = {{Proceedings of the 15th International Conference on Information Systems for Crisis Response and Management}}, keywords = {{Coordination of spontaneous volunteers, volunteer coordination system, decision support, scheduling optimization model, linear programming}}, location = {{Rochester, NY, USA}}, title = {{{Decision Support for the Optimal Coordination of Spontaneous Volunteers in Disaster Relief}}}, year = {{2018}}, } @article{64010, abstract = {{Seven novel dirhodium coordination polymers (Rh-2-Ln) (n = 1-7) are prepared by employing bitopic ligands to connect dirhodium nodes. The formation of the framework is confirmed by attenuated total reflectance Fourier transform infrared (ATR-FTIR) and H-1 C-13 cross polarization magic angle spinning nuclear magnetic resonance (CP MAS NMR) spectroscopy. Defect sites resulting from incomplete ligand substitution are revealed by F-19 MAS NMR. The random stacking behavior of the frameworks in the obtained solid is analyzed by scanning electron microscopy (SEM) and X-ray diffraction (XRD). The Rh-2/O interaction in neighboring layers is investigated by diffuse reflectance ultra-violet visible light (DR-UV-vis) spectroscopy and X-ray photoelectron spectroscopy (XPS). This interaction is relevant to understand the catalytic behavior of various Rh-2-Ln catalysts in the cyclopropanation of styrene with ethyl diazoacetate (EDA). In this context, the structure-reactivity relationship is discussed by taking into consideration both interlayer Rh-2/O interactions and steric effects of side chains.}}, author = {{Liu, J. Q. and Xu, Y. P. and Groszewicz, P. B. and Brodrecht, M. and Fasel, C. and Hofmann, K. and Tan, X. J. and Gutmann, Torsten and Buntkowsky, G.}}, issn = {{2044-4753}}, journal = {{Catalysis Science & Technology}}, keywords = {{Chemistry, asymmetric cyclopropanation, c-h insertion, carbene transformations, carboxylates, catalysts, functionalization, immobilization, metal-organic frameworks, nmr, solid support}}, number = {{20}}, pages = {{5190–5200}}, title = {{{Novel dirhodium coordination polymers: the impact of side chains on cyclopropanation}}}, doi = {{10.1039/c8cy01493k}}, volume = {{8}}, year = {{2018}}, } @article{32542, abstract = {{This study investigates how different factors in regard to intergenerational relationships are associated with emotional support given by adults to their parents. The analysis focuses on adult children and their parents in a representative German sample. Data were obtained from the second wave of the German Family Panel (pairfam) consisting of 2064 women and 1841 men. Results show that transfer of emotional support by the adult children was especially associated not only with received emotional support from parents, but also with affection, conflicts, and expectations concerning parents. A moderator analysis focuses on gender and showed differences for the association between given support by adults and conflicts between mothers and fathers. For the offspring, no gender effects were found.}}, author = {{Sommer, Sabrina and Buhl, Heike M.}}, issn = {{1068-0667}}, journal = {{Journal of Adult Development}}, keywords = {{Intergenerational relationships, Emotional support, Solidarity, Adult children, Gender}}, number = {{4}}, pages = {{286--296}}, publisher = {{Springer Science and Business Media LLC}}, title = {{{Intergenerational Transfers: Associations with Adult Children’s Emotional Support of Their Parents}}}, doi = {{10.1007/s10804-018-9296-y}}, volume = {{25}}, year = {{2018}}, } @article{5671, abstract = {{Multi-attribute value theory (MAVT)-based recommender systems have been proposed for dealing with issues of existing recommender systems, such as the cold-start problem and changing preferences. However, as we argue in this paper, existing MAVT-based methods for measuring attribute importance weights do not fit the shopping tasks for which recommender systems are typically used. These methods assume well-trained decision makers who are willing to invest time and cognitive effort, and who are familiar with the attributes describing the available alternatives and the ranges of these attribute levels. Yet, recommender systems are most often used by consumers who are usually not familiar with the available attributes and ranges and who wish to save time and effort. Against this background, we develop a new method, based on a product configuration process, which is tailored to the characteristics of these particular decision makers. We empirically compare our method to SWING, ranking-based conjoint analysis and TRADEOFF in a between-subjects laboratory experiment with 153 participants. Results indicate that our proposed method performs better than TRADEOFF and CONJOINT and at least as well as SWING in terms of recommendation accuracy, better than SWING and TRADEOFF and at least as well as CONJOINT in terms of cognitive load, and that participants were faster with our method than with any other method. We conclude that our method is a promising option to help support consumers' decision processes in e-commerce shopping tasks.}}, author = {{Scholz, Michael and Dorner, Verena and Schryen, Guido and Benlian, Alexander}}, journal = {{European Journal of Operational Research}}, keywords = {{E-Commerce, Recommender System, Attribute Weights, Configuration System, Decision Support}}, number = {{1}}, pages = {{205 -- 215}}, publisher = {{Elsevier}}, title = {{{A configuration-based recommender system for supporting e-commerce decisions}}}, volume = {{259}}, year = {{2017}}, } @inproceedings{5678, abstract = {{Many academic disciplines - including information systems, computer science, and operations management - face scheduling problems as important decision making tasks. Since many scheduling problems are NP-hard in the strong sense, there is a need for developing solution heuristics. For scheduling problems with setup times on unrelated parallel machines, there is limited research on solution methods and to the best of our knowledge, parallel computer architectures have not yet been taken advantage of. We address this gap by proposing and implementing a new solution heuristic and by testing different parallelization strategies. In our computational experiments, we show that our heuristic calculates near-optimal solutions even for large instances and that computing time can be reduced substantially by our parallelization approach.}}, author = {{Rauchecker, Gerhard and Schryen, Guido}}, booktitle = {{Australasian Conference on Information Systems}}, keywords = {{scheduling, decision support, heuristic, high performance computing, parallel algorithms}}, pages = {{1--13}}, title = {{{High-Performance Computing for Scheduling Decision Support: A Parallel Depth-First Search Heuristic}}}, year = {{2015}}, } @article{35906, abstract = {{Against the background of a European-wide strategy of governance aimed at improving support for parents and families, the following report details the conceptualization and evaluation of a federal state program4 in Baden- Württemberg (Germany) which was launched in 2008 to encourage fam- ily and parent education. Two program components, a voucher system for parents with a new-born child and an element that emphasizes educa- tional offers for families with special needs in particular living situations, were started to increase requests for educational courses. The aim was to establish and deepen cooperation between different public and private professional services that are in contact with parents and their children. The results show that main goals of the program were reached.}}, author = {{Landhäußer, Sandra and Faas, Stefan and Treptow, Rainer}}, journal = {{Center for Educational Policy Studies Journal (CEPS)}}, keywords = {{family and parent education, cooperation, voucher system, support for families with special needs in particular living situations, program evaluation}}, number = {{No 4}}, title = {{{Encouraging Family and Parent Education: Program Development and Evaluation in the Federal State of Baden-Württemberg, Germany}}}, doi = {{https://files.eric.ed.gov/fulltext/EJ1129548.pdf}}, volume = {{Vol 4}}, year = {{2014}}, } @inproceedings{1120, abstract = {{SCM is a simple, modular and flexible system for web monitoring and customer interaction management. In our view, its main advantages are the following: It is completely web based. It combines all technologies, data, software agents and human agents involved in the monitoring and customer interaction process. It can be used for messages written in any natural language. Although the prototype of SCM is designed for classifying and processing messages about mobile-phone related problems in social networks, SCM can easily be adapted to other text types such as discussion board posts, blogs or emails. Unlike comparable systems, SCM uses linguistic technologies to classify messages and recognize paraphrases of product names. For two reasons, product name paraphrasing plays a major role in SCM: First, product names typically have many, sometimes hundreds or thousands of intralingual paraphrases. Secondly, product names have interlingual paraphrases: The same products are often called or spelt differently in different countries and/or languages. By mapping product name variants to an international canonical form, SCM allows for answering questions like Which statements are made about this mobile phone in which languages/in which social networks/in which countries/...? The SCM product name paraphrasing engine is designed in such a way that standard variants are assigned automatically, regular variants are assigned semiautomatically and idiosyncratic variants can be added manually. With this and similar features we try to realize our philosophy of simplicity, modularity and flexibility: Whatever can be done automatically is done automatically. But manual intervention is always possible and easy and it does not conflict in any way with the automatic functions of SCM.}}, author = {{Schuster, Jörg and Lee, Yeong Su and Kobothanassi, Despina and Bargel, Matthias and Geierhos, Michaela}}, booktitle = {{International Conference on Information Society (i-Society 2011)}}, isbn = {{978-1-61284-148-9}}, keywords = {{Social Media Business Integration, Contact Center Application Support, Monitoring Social Conversations, Social Customer Interaction Management, Monitoring, Software Agents}}, location = {{London, UK}}, pages = {{153--158}}, publisher = {{IEEE}}, title = {{{SCM - A Simple, Modular and Flexible Customer Interaction Management System}}}, year = {{2011}}, }