A quantitative approach to measure customer expectation for service innovation within service experience delivery.
Yen-Hao HsiehSoe-Tsyr YuanPublished in: ICEC (2009)
Keyphrases
- customer service
- service providers
- service oriented
- web services
- service delivery
- service requirements
- public services
- call center
- customer satisfaction
- processor sharing
- management system
- service quality
- service composition
- qualitative and quantitative
- markov chain
- supply chain
- service times
- service systems
- similarity measure
- multimedia