Abstract: It is important to retain customer satisfaction in
information technology services. When a service failure occurs,
companies need to take service recovery action to recover their
customer satisfaction. Although companies cannot avoid all problems
and complaints, they should try to make up. Therefore, service failure
and service recovery have become an important and challenging issue
for companies. In this paper, the literature and the problems in the
information technology services were reviewed. An integrated model
of profit driven for the service failure and service recovery was
established in view of the benefit of customer and enterprise.
Moreover, the interaction between service failure and service recovery
strategy was studied, the result of which verified the matching
principles of the service recovery strategy and the type of service
failure. In addition, the relationship between the cost of service
recovery and customer-s cumulative value of service after recovery
was analyzed with the model. The result attributes to managers in
deciding on appropriate resource allocations for recovery strategies.
Abstract: In this presentation, we discuss the use of information technologies in the area of special education for teaching individuals with learning disabilities. Application software which was developed for this purpose is used to demonstrate the applicability of a database integrated information processing system to alleviate the burden of educators. The software allows the preparation of individualized education programs based on the predefined objectives, goals and behaviors.
Abstract: Web intelligence, if made personal, can fuel the process of building communications around the interests and preferences of each individual customer or prospect, by providing specific behavioral insights about each individual. To become fully efficient, Web intelligence must reach a stage of a high-level maturity, passing throughout a process that involves five steps: (1) Web site analysis; (2) Web site and advertising optimization; (3) Segment targeting; (4) Interactive marketing (online only); and (5) Interactive marketing (online and offline). Discussing these steps in detail, the paper uncovers the real gold mine that is personal-level Web intelligence.
Abstract: Electronic Government is one of the special concepts
which has been performed successfully within recent decades.
Electronic government is a digital, wall-free government with a
virtual organization for presenting of online governmental services
and further cooperation in different political/social activities. In order
to have a successful implementation of electronic government
strategy and benefiting from its complete potential and benefits and
generally for establishment and applying of electronic government, it
is necessary to have different infrastructures as the basics of
electronic government with lack of which it is impossible to benefit
from mentioned services. For this purpose, in this paper we have
managed to recognize relevant obstacles for establishment of
electronic government in Iran. All required data for recognition of
obstacles were collected from statistical society of involved
specialists of Ministry of Communications & Information
Technology of Iran and Information Technology Organization of
Tehran Municipality through questionnaire. Then by considering of
five-point Likert scope and μ =3 as the index of relevant factors of
proposed model, we could specify current obstacles against
electronic government in Iran along with some guidelines and
proposal in this regard. According to the results, mentioned obstacles
for applying of electronic government in Iran are as follows:
Technical & technological problems, Legal, judicial & safety
problems, Economic problems and Humanistic Problems.