Characterising Users Through an Analysis of On-line Technical Support Forums-Reference-Cited by-同舟云学术

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Characterising Users Through an Analysis of On-line Technical Support Forums

Published:2015 Issue: Volume: Page:528-545
ISSN:0302-9743
Container-title:Product-Focused Software Process Improvement
language:
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Author:

Gizaw Solomon,Buckley Jim,Beecham Sarah

Publisher

Springer International Publishing

Link

http://link.springer.com/content/pdf/10.1007/978-3-319-26844-6_39

Reference31 articles.

1. Das, A.: Knowledge and productivity in technical support work. Manage. Sci. 49(4), 416–431 (2003)

2. Posselt, T., Gerstner, E.: Pre-sale vs. post-sale e-satisfaction: impact on repurchase intention and overall satisfaction. J. Interact. Mark. 19(4), 35–47 (2005)

3. Heras, S., et al.: Multi-domain case-based module for customer support. Expert Syst. Appl. 36(3), 6866–6873 (2009)

4. Negash, S., Ryan, T., Igbaria, M.: Quality and effectiveness in web-based customer support systems. Inf. Manage. 40(8), 757–768 (2003)

5. Durcikova, A., Fadel, K.J.: Knowledge sourcing from repositories: the role of system characteristics and autonomy. In: 2010 43rd Hawaii International Conference on System Sciences (HICSS). IEEE (2010)

Cited by 2 articles. 订阅此论文施引文献订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献

1. Personalised technical support for text-based interactions;Proceedings of the 20th International Conference on Evaluation and Assessment in Software Engineering;2016-06

2. Empirically Derived Recommendations for Personalised Text-Based Technical Support;Communications in Computer and Information Science;2016

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