---
_id: '1122'
abstract:
- lang: eng
  text: 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:
- first_name: Michaela
  full_name: Geierhos, Michaela
  id: '42496'
  last_name: Geierhos
  orcid: 0000-0002-8180-5606
- first_name: Yeong Su
  full_name: Lee, Yeong Su
  last_name: Lee
- first_name: Matthias
  full_name: Bargel, Matthias
  last_name: Bargel
citation:
  ama: 'Geierhos M, Lee YS, Bargel M. Processing Multilingual Customer Contacts via
    Social Media. In: Hedeland H, Schmidt T, Wörner K, eds. <i>Multilingual Resources,
    Multilingual Applications: Proceedings of the Conference of the German Society
    for Computational Linguistics and Language Technology (GSCL) 2011</i>. Vol 96.
    Arbeiten zur Mehrsprachigkeit - Folge B. Hamburg, Germany: University of Hamburg;
    2011:219-222.'
  apa: 'Geierhos, M., Lee, Y. S., &#38; Bargel, M. (2011). Processing Multilingual
    Customer Contacts via Social Media. In H. Hedeland, T. Schmidt, &#38; K. Wörner
    (Eds.), <i>Multilingual Resources, Multilingual Applications: Proceedings of the
    Conference of the German Society for Computational Linguistics and Language Technology
    (GSCL) 2011</i> (Vol. 96, pp. 219–222). Hamburg, Germany: University of Hamburg.'
  bibtex: '@inproceedings{Geierhos_Lee_Bargel_2011, place={Hamburg, Germany}, series={Arbeiten
    zur Mehrsprachigkeit - Folge B}, title={Processing Multilingual Customer Contacts
    via Social Media}, volume={96}, booktitle={Multilingual Resources, Multilingual
    Applications: Proceedings of the Conference of the German Society for Computational
    Linguistics and Language Technology (GSCL) 2011}, publisher={University of Hamburg},
    author={Geierhos, Michaela and Lee, Yeong Su and Bargel, Matthias}, editor={Hedeland,
    Hanna and Schmidt, Thomas and Wörner, KaiEditors}, year={2011}, pages={219–222},
    collection={Arbeiten zur Mehrsprachigkeit - Folge B} }'
  chicago: 'Geierhos, Michaela, Yeong Su Lee, and Matthias Bargel. “Processing Multilingual
    Customer Contacts via Social Media.” In <i>Multilingual Resources, Multilingual
    Applications: Proceedings of the Conference of the German Society for Computational
    Linguistics and Language Technology (GSCL) 2011</i>, edited by Hanna Hedeland,
    Thomas Schmidt, and Kai Wörner, 96:219–22. Arbeiten Zur Mehrsprachigkeit - Folge
    B. Hamburg, Germany: University of Hamburg, 2011.'
  ieee: 'M. Geierhos, Y. S. Lee, and M. Bargel, “Processing Multilingual Customer
    Contacts via Social Media,” in <i>Multilingual Resources, Multilingual Applications:
    Proceedings of the Conference of the German Society for Computational Linguistics
    and Language Technology (GSCL) 2011</i>, Hamburg, Germany, 2011, vol. 96, pp.
    219–222.'
  mla: 'Geierhos, Michaela, et al. “Processing Multilingual Customer Contacts via
    Social Media.” <i>Multilingual Resources, Multilingual Applications: Proceedings
    of the Conference of the German Society for Computational Linguistics and Language
    Technology (GSCL) 2011</i>, edited by Hanna Hedeland et al., vol. 96, University
    of Hamburg, 2011, pp. 219–22.'
  short: 'M. Geierhos, Y.S. Lee, M. Bargel, in: H. Hedeland, T. Schmidt, K. Wörner
    (Eds.), Multilingual Resources, Multilingual Applications: Proceedings of the
    Conference of the German Society for Computational Linguistics and Language Technology
    (GSCL) 2011, University of Hamburg, Hamburg, Germany, 2011, pp. 219–222.'
conference:
  end_date: 2011-09-30
  location: Hamburg, Germany
  name: Conference of the German Society for Computational Linguistics and Language
    Technology (GSCL 2011)
  start_date: 2011-09-28
date_created: 2018-01-29T15:48:34Z
date_updated: 2022-01-06T06:50:58Z
department:
- _id: '36'
- _id: '1'
- _id: '579'
editor:
- first_name: Hanna
  full_name: Hedeland, Hanna
  last_name: Hedeland
- first_name: Thomas
  full_name: Schmidt, Thomas
  last_name: Schmidt
- first_name: Kai
  full_name: Wörner, Kai
  last_name: Wörner
extern: '1'
intvolume: '        96'
keyword:
- Classification of Multilingual Customer Contacts
- Contact Center Application Support
- Social Media Business Integration
language:
- iso: eng
main_file_link:
- open_access: '1'
  url: http://exmaralda.org/gscl2011/downloads/AZM96.pdf
oa: '1'
page: 219-222
place: Hamburg, Germany
publication: 'Multilingual Resources, Multilingual Applications: Proceedings of the
  Conference of the German Society for Computational Linguistics and Language Technology
  (GSCL) 2011'
publication_identifier:
  issn:
  - 0176-599X
publication_status: published
publisher: University of Hamburg
quality_controlled: '1'
series_title: Arbeiten zur Mehrsprachigkeit - Folge B
status: public
title: Processing Multilingual Customer Contacts via Social Media
type: conference
user_id: '42496'
volume: 96
year: '2011'
...
---
_id: '1125'
abstract:
- lang: eng
  text: 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.
article_type: original
author:
- first_name: Michaela
  full_name: Geierhos, Michaela
  id: '42496'
  last_name: Geierhos
  orcid: 0000-0002-8180-5606
citation:
  ama: 'Geierhos M. Customer Interaction 2.0: Adopting Social Media as Customer Service
    Channel. <i>Journal of Advances in Information Technology</i>. 2011;2(4):222-233.
    doi:<a href="https://doi.org/10.4304/jait.2.4.222-233">10.4304/jait.2.4.222-233</a>'
  apa: 'Geierhos, M. (2011). Customer Interaction 2.0: Adopting Social Media as Customer
    Service Channel. <i>Journal of Advances in Information Technology</i>, <i>2</i>(4),
    222–233. <a href="https://doi.org/10.4304/jait.2.4.222-233">https://doi.org/10.4304/jait.2.4.222-233</a>'
  bibtex: '@article{Geierhos_2011, title={Customer Interaction 2.0: Adopting Social
    Media as Customer Service Channel}, volume={2}, DOI={<a href="https://doi.org/10.4304/jait.2.4.222-233">10.4304/jait.2.4.222-233</a>},
    number={4}, journal={Journal of Advances in Information Technology}, publisher={Engineering
    and Technology Publishing (ETPub)}, author={Geierhos, Michaela}, year={2011},
    pages={222–233} }'
  chicago: 'Geierhos, Michaela. “Customer Interaction 2.0: Adopting Social Media as
    Customer Service Channel.” <i>Journal of Advances in Information Technology</i>
    2, no. 4 (2011): 222–33. <a href="https://doi.org/10.4304/jait.2.4.222-233">https://doi.org/10.4304/jait.2.4.222-233</a>.'
  ieee: 'M. Geierhos, “Customer Interaction 2.0: Adopting Social Media as Customer
    Service Channel,” <i>Journal of Advances in Information Technology</i>, vol. 2,
    no. 4, pp. 222–233, 2011.'
  mla: 'Geierhos, Michaela. “Customer Interaction 2.0: Adopting Social Media as Customer
    Service Channel.” <i>Journal of Advances in Information Technology</i>, vol. 2,
    no. 4, Engineering and Technology Publishing (ETPub), 2011, pp. 222–33, doi:<a
    href="https://doi.org/10.4304/jait.2.4.222-233">10.4304/jait.2.4.222-233</a>.'
  short: M. Geierhos, Journal of Advances in Information Technology 2 (2011) 222–233.
date_created: 2018-01-29T16:33:55Z
date_updated: 2022-01-06T06:50:58Z
department:
- _id: '36'
- _id: '1'
- _id: '579'
doi: 10.4304/jait.2.4.222-233
extern: '1'
intvolume: '         2'
issue: '4'
keyword:
- Social Media Business Integration
- Multichannel Customer Interaction Management
- Contact Centre Application Support
language:
- iso: eng
page: 222-233
publication: Journal of Advances in Information Technology
publication_identifier:
  issn:
  - '17982340'
publication_status: published
publisher: Engineering and Technology Publishing (ETPub)
quality_controlled: '1'
status: public
title: 'Customer Interaction 2.0: Adopting Social Media as Customer Service Channel'
type: journal_article
user_id: '42496'
volume: 2
year: '2011'
...
---
_id: '4708'
author:
- first_name: Felix
  full_name: Müller-Wienbergen, Felix
  last_name: Müller-Wienbergen
- first_name: Oliver
  full_name: Müller, Oliver
  id: '72849'
  last_name: Müller
- first_name: Stefan
  full_name: Seidel, Stefan
  last_name: Seidel
- first_name: Jörg
  full_name: Becker, Jörg
  last_name: Becker
citation:
  ama: Müller-Wienbergen F, Müller O, Seidel S, Becker J. Leaving the Beaten Tracks
    in Creative Work – A Design Theory for Systems that Support Convergent and Divergent
    Thinking. <i>Journal of the Association for Information Systems</i>. 2011;(11):714--740.
    doi:<a href="https://doi.org/10.1016/S0006-3495(00)76637-9">10.1016/S0006-3495(00)76637-9</a>
  apa: Müller-Wienbergen, F., Müller, O., Seidel, S., &#38; Becker, J. (2011). Leaving
    the Beaten Tracks in Creative Work – A Design Theory for Systems that Support
    Convergent and Divergent Thinking. <i>Journal of the Association for Information
    Systems</i>, (11), 714--740. <a href="https://doi.org/10.1016/S0006-3495(00)76637-9">https://doi.org/10.1016/S0006-3495(00)76637-9</a>
  bibtex: '@article{Müller-Wienbergen_Müller_Seidel_Becker_2011, title={Leaving the
    Beaten Tracks in Creative Work – A Design Theory for Systems that Support Convergent
    and Divergent Thinking}, DOI={<a href="https://doi.org/10.1016/S0006-3495(00)76637-9">10.1016/S0006-3495(00)76637-9</a>},
    number={11}, journal={Journal of the Association for Information Systems}, author={Müller-Wienbergen,
    Felix and Müller, Oliver and Seidel, Stefan and Becker, Jörg}, year={2011}, pages={714--740}
    }'
  chicago: 'Müller-Wienbergen, Felix, Oliver Müller, Stefan Seidel, and Jörg Becker.
    “Leaving the Beaten Tracks in Creative Work – A Design Theory for Systems That
    Support Convergent and Divergent Thinking.” <i>Journal of the Association for
    Information Systems</i>, no. 11 (2011): 714--740. <a href="https://doi.org/10.1016/S0006-3495(00)76637-9">https://doi.org/10.1016/S0006-3495(00)76637-9</a>.'
  ieee: F. Müller-Wienbergen, O. Müller, S. Seidel, and J. Becker, “Leaving the Beaten
    Tracks in Creative Work – A Design Theory for Systems that Support Convergent
    and Divergent Thinking,” <i>Journal of the Association for Information Systems</i>,
    no. 11, pp. 714--740, 2011.
  mla: Müller-Wienbergen, Felix, et al. “Leaving the Beaten Tracks in Creative Work
    – A Design Theory for Systems That Support Convergent and Divergent Thinking.”
    <i>Journal of the Association for Information Systems</i>, no. 11, 2011, pp. 714--740,
    doi:<a href="https://doi.org/10.1016/S0006-3495(00)76637-9">10.1016/S0006-3495(00)76637-9</a>.
  short: F. Müller-Wienbergen, O. Müller, S. Seidel, J. Becker, Journal of the Association
    for Information Systems (2011) 714--740.
date_created: 2018-10-12T08:37:03Z
date_updated: 2022-01-06T07:01:19Z
doi: 10.1016/S0006-3495(00)76637-9
extern: '1'
issue: '11'
keyword:
- Creativity
- Creativity Support Systems
- convergent thinking
- design theory
- divergent thinking
language:
- iso: eng
page: 714--740
publication: Journal of the Association for Information Systems
publication_identifier:
  isbn:
  - 1536-9323
  issn:
  - '15369323'
status: public
title: Leaving the Beaten Tracks in Creative Work – A Design Theory for Systems that
  Support Convergent and Divergent Thinking
type: journal_article
user_id: '72849'
year: '2011'
...
---
_id: '5685'
abstract:
- lang: eng
  text: 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:
- first_name: Josef
  full_name: Finkbeiner, Josef
  last_name: Finkbeiner
- first_name: Christian
  full_name: Bodenstein, Christian
  last_name: Bodenstein
- first_name: Guido
  full_name: Schryen, Guido
  id: '72850'
  last_name: Schryen
- first_name: Dirk
  full_name: Neumann, Dirk
  last_name: Neumann
citation:
  ama: 'Finkbeiner J, Bodenstein C, Schryen G, Neumann D. Applying heuristic methods
    for job scheduling in storage markets. In: <i>18th European Conference on Information
    Systems (ECIS 2010)</i>. ; 2010.'
  apa: Finkbeiner, J., Bodenstein, C., Schryen, G., &#38; Neumann, D. (2010). Applying
    heuristic methods for job scheduling in storage markets. In <i>18th European Conference
    on Information Systems (ECIS 2010)</i>.
  bibtex: '@inproceedings{Finkbeiner_Bodenstein_Schryen_Neumann_2010, title={Applying
    heuristic methods for job scheduling in storage markets}, booktitle={18th European
    Conference on Information Systems (ECIS 2010)}, author={Finkbeiner, Josef and
    Bodenstein, Christian and Schryen, Guido and Neumann, Dirk}, year={2010} }'
  chicago: Finkbeiner, Josef, Christian Bodenstein, Guido Schryen, and Dirk Neumann.
    “Applying Heuristic Methods for Job Scheduling in Storage Markets.” In <i>18th
    European Conference on Information Systems (ECIS 2010)</i>, 2010.
  ieee: J. Finkbeiner, C. Bodenstein, G. Schryen, and D. Neumann, “Applying heuristic
    methods for job scheduling in storage markets,” in <i>18th European Conference
    on Information Systems (ECIS 2010)</i>, 2010.
  mla: Finkbeiner, Josef, et al. “Applying Heuristic Methods for Job Scheduling in
    Storage Markets.” <i>18th European Conference on Information Systems (ECIS 2010)</i>,
    2010.
  short: 'J. Finkbeiner, C. Bodenstein, G. Schryen, D. Neumann, in: 18th European
    Conference on Information Systems (ECIS 2010), 2010.'
date_created: 2018-11-14T15:45:11Z
date_updated: 2022-01-06T07:02:32Z
ddc:
- '000'
department:
- _id: '277'
extern: '1'
file:
- access_level: open_access
  content_type: application/pdf
  creator: hsiemes
  date_created: 2018-12-11T15:21:06Z
  date_updated: 2018-12-13T15:19:40Z
  file_id: '6188'
  file_name: s1-ln7055316-1881058806-1939656818Hwf-1884822883IdV-5442784107055316PDF_HI0001.pdf
  file_size: 171336
  relation: main_file
file_date_updated: 2018-12-13T15:19:40Z
has_accepted_license: '1'
keyword:
- Decision Support System
- Algorithms
- Optimization
- Market Engineering
language:
- iso: eng
oa: '1'
publication: 18th European Conference on Information Systems (ECIS 2010)
status: public
title: Applying heuristic methods for job scheduling in storage markets
type: conference
user_id: '61579'
year: '2010'
...
---
_id: '32520'
abstract:
- lang: eng
  text: "In order to investigate the significance of\r\nadults’ relationship to their
    parents, this relationship is\r\ncompared to relationships with siblings, friends,
    partners,\r\nand children. German adults (N = 902) between the ages\r\nof 20 and
    86 completed the Network of Relationships\r\nInventory (Furman and Buhrmester
    1992). Participants felt\r\nmost supported by their partners, followed by their
    children, mothers, friends, fathers, and siblings. Conflicts were\r\nmore frequently
    found within the family (especially with\r\nthe partner, followed by children,
    mothers, fathers, and\r\nsiblings) than with friends. Except for partner relationships,\r\nboth
    conflict and support decreased with age. Concerning\r\nrelative power within their
    relationships, partners, mothers,\r\nand siblings are seen as equals, friends
    and especially\r\nfathers are perceived as more powerful, and children as\r\nless,
    yet increasingly powerful. Regarding all relationship\r\ntypes and relationship
    qualities, the differences between\r\nwomen and men were small."
author:
- first_name: Heike M.
  full_name: Buhl, Heike M.
  id: '27152'
  last_name: Buhl
citation:
  ama: 'Buhl HM. My Mother: My Best Friend? Adults’ Relationships with Significant
    Others Across the Lifespan. <i>Journal of Adult Development</i>. 2009;16(4):239-249.
    doi:<a href="https://doi.org/10.1007/s10804-009-9070-2">10.1007/s10804-009-9070-2</a>'
  apa: 'Buhl, H. M. (2009). My Mother: My Best Friend? Adults’ Relationships with
    Significant Others Across the Lifespan. <i>Journal of Adult Development</i>, <i>16</i>(4),
    239–249. <a href="https://doi.org/10.1007/s10804-009-9070-2">https://doi.org/10.1007/s10804-009-9070-2</a>'
  bibtex: '@article{Buhl_2009, title={My Mother: My Best Friend? Adults’ Relationships
    with Significant Others Across the Lifespan}, volume={16}, DOI={<a href="https://doi.org/10.1007/s10804-009-9070-2">10.1007/s10804-009-9070-2</a>},
    number={4}, journal={Journal of Adult Development}, publisher={Springer Science
    and Business Media LLC}, author={Buhl, Heike M.}, year={2009}, pages={239–249}
    }'
  chicago: 'Buhl, Heike M. “My Mother: My Best Friend? Adults’ Relationships with
    Significant Others Across the Lifespan.” <i>Journal of Adult Development</i> 16,
    no. 4 (2009): 239–49. <a href="https://doi.org/10.1007/s10804-009-9070-2">https://doi.org/10.1007/s10804-009-9070-2</a>.'
  ieee: 'H. M. Buhl, “My Mother: My Best Friend? Adults’ Relationships with Significant
    Others Across the Lifespan,” <i>Journal of Adult Development</i>, vol. 16, no.
    4, pp. 239–249, 2009, doi: <a href="https://doi.org/10.1007/s10804-009-9070-2">10.1007/s10804-009-9070-2</a>.'
  mla: 'Buhl, Heike M. “My Mother: My Best Friend? Adults’ Relationships with Significant
    Others Across the Lifespan.” <i>Journal of Adult Development</i>, vol. 16, no.
    4, Springer Science and Business Media LLC, 2009, pp. 239–49, doi:<a href="https://doi.org/10.1007/s10804-009-9070-2">10.1007/s10804-009-9070-2</a>.'
  short: H.M. Buhl, Journal of Adult Development 16 (2009) 239–249.
date_created: 2022-08-02T23:59:24Z
date_updated: 2022-08-29T04:46:47Z
department:
- _id: '427'
doi: 10.1007/s10804-009-9070-2
extern: '1'
intvolume: '        16'
issue: '4'
keyword:
- Family
- Friends
- "\x01 Support"
- "\x01 Conflict"
- "\x01 Power"
language:
- iso: eng
main_file_link:
- open_access: '1'
  url: https://link.springer.com/content/pdf/10.1007/s10804-009-9070-2.pdf
oa: '1'
page: 239-249
publication: Journal of Adult Development
publication_identifier:
  issn:
  - 1068-0667
  - 1573-3440
publication_status: published
publisher: Springer Science and Business Media LLC
status: public
title: 'My Mother: My Best Friend? Adults’ Relationships with Significant Others Across
  the Lifespan'
type: journal_article
user_id: '42165'
volume: 16
year: '2009'
...