Various formats of online discussion have proven valuable for enhancing learning and collaboration in distance and blended learning contexts. However, despite their capacity to reveal essential processes in collaborative inquiry, current mainstream analytical frameworks, such as the cognitive presence framework (Garrison, Anderson, & Archer,…

An abundance of academic research has focused on identifying, explicating, operationalizing, and analyzing variables used to understand the dynamics of customer service. Despite this scholarly attention, applied researchers and the popular press have long reported consumers' dissatisfaction with the service received during their customer…