Stephen Carman, Ray Strong, Anca Chandra, Sechan Oh, W. Scott Spangler, Laura Anderson, Bernard J. Jansen. Predictive value of comments in the service engagement process. In Information, Interaction, Innovation: Celebrating the Past, Constructing the Present and Creating the Future - Proceedings of the 75th ASIS&T Annual Meeting, ASIST 2012, Baltimore, MD, USA, October 26-30, 2012. Volume 49 of Proceedings of the Association for Information Science and Technology, pages 1-6, Wiley, 2012. [doi]
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