Proceedings ArticleDOI
Voice of the customer
Brad Wardman,Lisa Kelly,Michael Weideman +2 more
- pp 1-7
TLDR
This study performs an evaluation of seven organizations', across a variety of industry sectors, communication through website content, customer service phone calls, and email abuse reporting, and finds suggestions that can be incorporated by all of the organizations to provide a better customer experience.Abstract:
Phishers continue to target customers of all factions of the Internet industry in an attempt to gain personal information that can be used for profit. Typical organizational responses to these attacks are the removal of the malicious content through website takedown and user education. The latter response is extremely important as it is the organization's direct communication to the customer about these attacks. The purpose of this study is to survey a number of organizations that are highly targeted in phishing attacks and measure their effectiveness in communication to their customers. This study performs an evaluation of seven organizations', across a variety of industry sectors, communication through website content, customer service phone calls, and email abuse reporting. The outcomes of this study are suggestions that can be incorporated by all of the organizations to provide a better customer experience.read more
Citations
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Situating and Constructing Diversity in Semi-Structured Interviews.
Michele McIntosh,Janice M. Morse +1 more
TL;DR: How the SSI is situated historically including its evolution and diversification, the principles of constructing SSIs, and how SSIs are utilized as a stand-alone research method, and as strategy within a mixed-method design are discussed.
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What Is Quality? An Integrative Framework of Processes and States
TL;DR: In this paper, the authors present an integrative framework of quality that captures how firms and customers produce quality, how firms deliver and customers experience quality, and how customers evaluate quality.
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Customer Empowerment in New Product Development
Christoph Fuchs,Martin Schreier +1 more
TL;DR: In this paper, customer empowerment in NPD is conceptualized along two basic dimensions: (1) customer empowerment to create (ideas for) new product designs; and (2) user empowerment to select the product designs to be produced.
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Automated Marketing Research Using Online Customer Reviews
TL;DR: In this article, the authors present a method to support the analysis and visualization of market structure by automatically eliciting product attributes, and brand's relative positions, from online customer reviews.
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Comparing focus groups and individual interviews: findings from a randomized study
TL;DR: The authors compare focus groups and individual interviews on their ability to generate two types of types of data, focusing groups and interviews, and show that focus groups perform better than individual interviews in both tasks.
References
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Book
Phishing and Countermeasures: Understanding the Increasing Problem of Electronic Identity Theft
Markus Jakobsson,Steven Myers +1 more
TL;DR: This text focuses on corporations who supply the resources used by attackers, and deliberate on what action the government can take to respond to this situation and compare adequate versus inadequate countermeasures.
Book ChapterDOI
On the Effectiveness of Techniques to Detect Phishing Sites
TL;DR: Over a period of three weeks, the effectiveness of the blacklists maintained by Google and Microsoft with 10,000 phishing URLs was tested, and the existence of page properties that can be used to identify phishing pages were explored.
Proceedings ArticleDOI
High-performance content-based phishing attack detection
TL;DR: A cadre of file matching algorithms is implemented to detect phishing websites based on their content, employing a custom data set consisting of 17,992 phishing attacks targeting 159 different brands and demonstrating that some can achieve a detection rate of greater than 90% while maintaining a low false positive rate.