Abstract
This paper presents an ontology-based approach for managing and maintaining multilingual online customer complaints. To achieve trust and transparency in e-commerce communications and transactions, effective and cross-border complaint platforms need to be established and may be integrated in e-business activities. The effectiveness and width of such complaint service platforms depend on rising to several challenges, such as the sensitivity of business regulations and complaint resolution, the language and cultural diversity of the cross-border business parties, the extensibility according to the market needs and standards. In this paper, we show how such challenges can be addressed and simplified: first, we propose the construction of an ontology that captures the core knowledge of the customer complaint domain. Second, we show how the extensibility of a complaint platform can be simplified and managed. Finally, we show how a multilingual representation of this ontology may be constructed.
This paper outlines our main achievements in Topic Panel 6 (“Ontology, Extensibility and Integration”), which is a special interest group in the EU CCFORM Thematic Network project.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
Similar content being viewed by others
References
Chalabi, C.: Sakhr Arabic-English Computer-Aided Translation System. In: Farwell, D., Gerber, L., Hovy, E. (eds.) AMTA 1998. LNCS (LNAI), vol. 1529, pp. 518–521. Springer, Heidelberg (1998)
Cho, Y., Im, I., Hiltz, S., Fjermestad, J.: An Analysis of Online Customer Complaints: Implications for Web Complaint Management. In: proceeding of the 35th Annual Hawaii International Conference on System Sciences (HICSS 2002), Hawaii, vol. 7 (2002)
Claes, F., Wernerfelt, B.: Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis. Journal of Marketing Research 24, 337–346 (1987)
Halpin, T.: Information Modeling and Relational Databases, 3rd edn. Morgan- Kaufmann, San Francisco
Gruber, T.R.: Toward principles for the design of ontologies used for knowledge sharing. International Journal of Human-Computer Studies 43(5/6) (1995)
Guarino, N., Giaretta, P.: Ontologies and Knowledge Bases: Towards a Terminological Clarification. In: Mars, N. (ed.) Towards Very Large Knowledge Bases: Knowledge Building and Knowledge Sharing, pp. 25–32. IOS Press, Amsterdam (1995)
Jarrar, M., Demy, J., Meersman, R.: On Using Conceptual Data Modeling for Ontology Engineering. In: Aberer, K., March, S., Spaccapietra, S. (eds.) Journal on Data Semantics, Special issue on Best papers from the ER/ODBASE/COOPIS 2002 Conferences., vol. 1.1. Springer, Heidelberg (2003)
Jarrar, M., Lisovoy, A., Verlinden, R., Meersman, R.: Ontoform. Ontology based CCforms demo, Delivery No: D6.8, CCFORM Project (IST-2001-34908), 5th framework
Jarrar, M., Meersman, R.: Formal Ontology Engineering in the DOGMA Approach. In: Meersman, R., Tari, Z., et al. (eds.) CoopIS 2002, DOA 2002, and ODBASE 2002. LNCS, vol. 2519. Springer, Heidelberg (2002)
Jarrar, M., Meersman, R.: Scalability and Knowledge Reusability in Ontology Modeling. In: Proceedings of the International conference on Infrastructure for e- Business, e-Education, e-Science, and e-Medicine, SSGRR2002s (2002)
Sowa, J.: Concepts in the Lexicon: Introduction, http://users.bestweb.net/~sowa/ontology/lexicon.html
Vassileva, B., Scoggins, P.: Consumer Complaint Forms: An Assessment, Evaluation and Recommendations for Complaint Categorization. In: Jarrar, M., Salaun, A. (eds.) Proceeding of the International Workshop on consumer complaint forms for online resolution machines, Brussels (2003)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2003 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Jarrar, M., Verlinden, R., Meersman, R. (2003). Ontology-Based Customer Complaint Management. In: Meersman, R., Tari, Z. (eds) On The Move to Meaningful Internet Systems 2003: OTM 2003 Workshops. OTM 2003. Lecture Notes in Computer Science, vol 2889. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-39962-9_63
Download citation
DOI: https://doi.org/10.1007/978-3-540-39962-9_63
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-20494-7
Online ISBN: 978-3-540-39962-9
eBook Packages: Springer Book Archive