Managing Customer Expectations and Priorities in Service Systems.
Qiuping YuGad AllonAchal BassambooSeyed M. R. IravaniPublished in: Manag. Sci. (2018)
Keyphrases
- service systems
- call center
- customer classes
- web technologies
- service level
- service oriented
- queueing model
- arrival rate
- enterprise systems
- electronic commerce
- service requests
- service times
- service selection
- queue length
- heavy traffic
- service rates
- information systems
- service quality
- rapid development
- e learning
- decision making