Twitter is the new Web 2.0 hype in the media. Techies, politicians, family members and many more use Twitter to keep in touch with their interest groups, their voters or their beloved ones. Drawing on Computer Supported Work Research, we ask what Twitter can achieve for us at the work place. On...

Nowadays, Internet is widely used for conducting business. For companies, the question is not anymore whether they are online or not, but only which stage(s) of the buying cycle they cover with their website. Accordingly, here is a large body of academic contributions on online consumer...

To date online complaint management has received only limited attention from both scholars and practitioners. This is expected to be changing because this new way of feedback management offers considerable advantages for businesses. For getting first descriptive insights into Swiss (online)...

As Internet is increasingly used for conducting business, numerous companies also offer customers the possibility to complain online. Though there is a large corpus of literature on complaining behaviour available, research on online complaining behaviour is still in its infancy. Moreover,...

Usability and user interfaces are key properties of Busi-ness-to-Consumer (B2C) systems. This paper analyzes Web-based reservation systems, a widely used class of B2C systems. A main element of a reservation is temporal data about its start and end. Therefore, a key issue for us-ability of...