Customers as Innovators in Senior Service Markets: An Examination of Innovation Potential and Characteristics.
Lea HennalaHelinä MelkasSatu PekkarinenPublished in: Int. J. Serv. Sci. Manag. Eng. Technol. (2011)
Keyphrases
- service providers
- market share
- customer service
- customer satisfaction
- single server
- single server queue
- network effects
- web services
- service quality
- service systems
- service times
- mobile services
- case study
- call center
- queueing model
- competitive market
- electronic commerce
- knowledge management
- enterprise systems
- customer behavior
- arrival process
- business opportunities
- service requirements
- product information
- heavy traffic
- service discovery
- information services
- steady state
- cloud computing