Complaining Customers as Innovation Contributors: Stimulating Service Innovation through Multichannel Complaint Management.
Julia MeikChristian BrockMarkus BlutPublished in: SRII Global Conference (2014)
Keyphrases
- knowledge management
- management system
- case study
- service providers
- market share
- technology transfer
- information systems
- customer satisfaction
- customer service
- single server
- technological innovation
- data management
- service quality
- network management
- service composition
- process management
- service management
- service oriented
- reference architecture
- configuration management
- service provisioning