@inproceedings{1122, abstract = {{Within this paper, we will describe a new approach to customer interaction management by integrating social networking channels into existing business processes. Until now, contact center agents still read these messages and forward them to the persons in charge of customer’s in the company. But with the introduction of Web 2.0 and social networking clients are more likely to communicate with the companies via Facebook and Twitter instead of filling data in contact forms or sending e-mail requests. In order to maintain an active communication with international clients via social media, the multilingual consumer contacts have to be categorized and then automatically assigned to the corresponding business processes (e.g. technicalservice, shipping, marketing, and accounting). This allows the company to follow general trends in customer opinions on the Internet, but also record two-sided communication for customer relationship management.}}, author = {{Geierhos, Michaela and Lee, Yeong Su and Bargel, Matthias}}, booktitle = {{Multilingual Resources, Multilingual Applications: Proceedings of the Conference of the German Society for Computational Linguistics and Language Technology (GSCL) 2011}}, editor = {{Hedeland, Hanna and Schmidt, Thomas and Wörner, Kai}}, issn = {{0176-599X}}, keywords = {{Classification of Multilingual Customer Contacts, Contact Center Application Support, Social Media Business Integration}}, location = {{Hamburg, Germany}}, pages = {{219--222}}, publisher = {{University of Hamburg}}, title = {{{Processing Multilingual Customer Contacts via Social Media}}}, volume = {{96}}, year = {{2011}}, } @article{1125, abstract = {{Since customers first share their problems with a social networking community before directly addressing a company, social networking sites such as Facebook, Twitter, MySpace or Foursquare will be the interface between customer and company. For this reason, it is assumed that social networks will evolve into a common communication channel – not only between individuals but also between customers and companies. However, social networking has not yet been integrated into customer interaction management (CIM) tools. In general, a CIM application is used by the agents in a contact centre while communicating with the customers. Such systems handle communication across multiple different channels, such as e-mail, telephone, Instant Messaging, letter etc. What we do now is to integrate social networking into CIM applications by adding another communication channel. This allows the company to follow general trends in customer opinions on the Internet, but also record two-sided communication for customer service management and the company’s response will be delivered through the customer’s preferred social networking site.}}, author = {{Geierhos, Michaela}}, issn = {{17982340}}, journal = {{Journal of Advances in Information Technology}}, keywords = {{Social Media Business Integration, Multichannel Customer Interaction Management, Contact Centre Application Support}}, number = {{4}}, pages = {{222--233}}, publisher = {{Engineering and Technology Publishing (ETPub)}}, title = {{{Customer Interaction 2.0: Adopting Social Media as Customer Service Channel}}}, doi = {{10.4304/jait.2.4.222-233}}, volume = {{2}}, year = {{2011}}, } @article{4708, author = {{Müller-Wienbergen, Felix and Müller, Oliver and Seidel, Stefan and Becker, Jörg}}, isbn = {{1536-9323}}, issn = {{15369323}}, journal = {{Journal of the Association for Information Systems}}, keywords = {{Creativity, Creativity Support Systems, convergent thinking, design theory, divergent thinking}}, number = {{11}}, pages = {{714----740}}, title = {{{Leaving the Beaten Tracks in Creative Work – A Design Theory for Systems that Support Convergent and Divergent Thinking}}}, doi = {{10.1016/S0006-3495(00)76637-9}}, year = {{2011}}, } @inproceedings{5685, abstract = {{In double-sided markets for computing resources an optimal allocation schedule among job offers and requests subject to relevant capacity constraints can be determined. With increasing storage demands and emerging storage services the question how to schedule storage jobs becomes more and more interesting. Since such scheduling problems are often in the class NP-complete an exact computation is not feasible in practice. On the other hand an approximation to the optimal solution can easily be found by means of using heuristics. The problem with this attempt is that the suggested solution may not be exactly optimal and is thus less satisfying. Considering the two above mentioned solution approaches one can clearly find a trade-off between the optimality of the solution and the efficiency to get to a solution at all. This work proposes to apply and combine heuristics in optimization to gain from both of their benefits while reducing the problematic aspects. Following this method it is assumed to get closer to the optimal solution in a shorter time compared to a full optimization.}}, author = {{Finkbeiner, Josef and Bodenstein, Christian and Schryen, Guido and Neumann, Dirk}}, booktitle = {{18th European Conference on Information Systems (ECIS 2010)}}, keywords = {{Decision Support System, Algorithms, Optimization, Market Engineering}}, title = {{{Applying heuristic methods for job scheduling in storage markets}}}, year = {{2010}}, } @article{32520, abstract = {{In order to investigate the significance of adults’ relationship to their parents, this relationship is compared to relationships with siblings, friends, partners, and children. German adults (N = 902) between the ages of 20 and 86 completed the Network of Relationships Inventory (Furman and Buhrmester 1992). Participants felt most supported by their partners, followed by their children, mothers, friends, fathers, and siblings. Conflicts were more frequently found within the family (especially with the partner, followed by children, mothers, fathers, and siblings) than with friends. Except for partner relationships, both conflict and support decreased with age. Concerning relative power within their relationships, partners, mothers, and siblings are seen as equals, friends and especially fathers are perceived as more powerful, and children as less, yet increasingly powerful. Regarding all relationship types and relationship qualities, the differences between women and men were small.}}, author = {{Buhl, Heike M.}}, issn = {{1068-0667}}, journal = {{Journal of Adult Development}}, keywords = {{Family, Friends,  Support,  Conflict,  Power}}, number = {{4}}, pages = {{239--249}}, publisher = {{Springer Science and Business Media LLC}}, title = {{{My Mother: My Best Friend? Adults’ Relationships with Significant Others Across the Lifespan}}}, doi = {{10.1007/s10804-009-9070-2}}, volume = {{16}}, year = {{2009}}, }