Please use this identifier to cite or link to this item:
Full metadata record
DC FieldValueLanguage
dc.contributor.authorJarrar, Mustafa
dc.identifier.citationMustafa Jarrar: Towards Effectiveness and Transparency in e-Business Transactions, An Ontology for Customer Complaint Management . A book chapter in "Semantic Web Methodologies for E-Business Applications". chapter 7. pp.127-149. IGI Global. ISBN:978-1-60566-066-0. (2008)en_US
dc.descriptionA book chapter in "Semantic Web Methodologies for E-Business Applications". chapter 7; pp.127-149. IGI Global. ISBN: 978-1-60566-066-0 (2009)
dc.description.abstractThis chapter presents an ontology for customer complaint management, which has been developed in the CCFORM project. CCFORM is an EU funded project (IST-2001-38248) with the aim of studying the foundation of a central European customer complaint portal. The idea is that any consumer can register a complaint against any party about any problem, at one portal. This portal should: support 11 languages, be sensitive to cross-border business regulations, dynamic, and can be extended by companies. To manage this dynamicity and to control companies' extensions, a customer complaint ontology (CContology) has to be built to underpin the CC portal. In other words, the complaint forms are generated based on the ontology. The CContology comprises classifications of complaint problems, complaint resolutions, complaining parties, complaint-recipients, ''best-practices'', rules of complaint, etc. The main uses of this ontology are 1) to enable consistent implementation (and interoperation) of all software complaint management mechanisms based on a shared background vocabulary, which can be used by many stakeholders. 2) to play the role of a domain ontology that encompasses the core complaining elements and that can be extended by either individual or groups of firms; and 3) to generate CC-forms based on the ontological commitments and to enforce the validity (and/or integrity) of their population. At the end of this chapter, we outline our experience in applying the methodological principles (DoubleArticulation and Modularization) and the tool (DogmaModeler) that we used in developing the CContology.en_US
dc.publisherIGI Globalen_US
dc.subjectElectronic commerceen_US
dc.subjectCRM (Customer relationship management)en_US
dc.subjectLanguage and languages - Glossaries, vocabularies, etc.en_US
dc.subjectDomain-specific programming languagesen_US
dc.subjectOntologies (Information retrieval)en_US
dc.subjectContext-aware computingen_US
dc.subjectConsumer complaints - Computer networksen_US
dc.subjectBusiness enterprises - Computer networksen_US
dc.subjectInformation technology - Economic aspectsen_US
dc.subjectSemantic Weben_US
dc.titleTowards effectiveness and transparency in e-business transactions : an ontology for customer complaint managementen_US
dc.typeBook chapteren_US
newfileds.departmentEngineering and Technologyen_US
newfileds.general-subjectComputers and Information Technology | الحاسوب وتكنولوجيا المعلوماتen_US
Appears in Collections:Fulltext Publications

Files in This Item:
File Description SizeFormat 
mjarrar-CCFORM-chapter.v09.pdfBook Chapter237.65 kBAdobe PDFView/Open

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.