Towards a Design Theory for Customer Satisfaction-Oriented IT Vendor Management.
Nils UrbachFrederik AhlemannArbi El FediPublished in: AMCIS (2014)
Keyphrases
- customer satisfaction
- design theory
- information systems
- customer retention
- service quality
- engineering design
- design science
- user satisfaction
- design principles
- theoretical framework
- information security
- management system
- customer relationship management
- data management
- knowledge management
- database
- decision support system
- lessons learned
- fuzzy relations