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Incorporating Business Impact into Service Offers - A Procedure to Select Cost-Optimal Service Contracts.
Axel Kieninger
Björn Schmitz
Detlef Straeten
Gerhard Satzger
Published in:
AMCIS (2012)
Keyphrases
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service quality
electronic commerce
service providers
information systems
call center
business processes
business models
cost savings
asymptotically optimal
knowledge management
data mining
steady state
total cost
expected cost
web services
decision making
mission critical
service management
budget constraints