Tacit suggestions extraction process for consumer-oriented services

M. Cimitile, F.M. Maggi, G. Mastelloni, G. Visaggio

    Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review


    The knowledge deriving from the interactions between organizations offering a service/product and their users can be used to perceive new ideas for service/product improvement. Whenever customers communicate with an organization, unconsciously they give some improvement suggestions that can be extracted through storing, analysis and treatment of their requests, comments and observations. All this induces research studies towards an investigation of tacit suggestions extraction techniques, tools and processes. In this work a framework based on the use of a CRM and a tacit suggestions extraction process is proposed. The framework is applied to an e-learning context in order to extract new suggestions for the e-learning services improvement.
    Original languageEnglish
    Title of host publicationProceedings of the Third International Conference on the Digital Society (ICDS 2009, Cancun, Mexico, February 1-7, 2009)
    PublisherIEEE Computer Society
    ISBN (Print)978-0-7695-3526-5
    Publication statusPublished - 2009


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