Measuring KM Success and KM Service Quality with KnowMetrix - First Experiences from a Case Study in a Software Company.
Franz LehnerPublished in: KSEM (2009)
Keyphrases
- service quality
- case study
- knowledge management
- user satisfaction
- information quality
- customer support
- customer satisfaction
- call center
- quality management
- service providers
- competitive advantage
- software systems
- software development
- electronic commerce
- information systems
- online shopping
- quality of service
- incident management
- social networks
- e government
- high tech
- software engineering
- end users
- website