Assured service quality by improved fault management.
Andreas HanemannMartin SailerDavid SchmitzPublished in: ICSOC (2004)
Keyphrases
- service quality
- fault management
- customer satisfaction
- user satisfaction
- service providers
- electronic commerce
- quality of service
- fault tolerance
- network management
- online shopping
- information systems
- knowledge based systems
- competitive advantage
- call center
- real time
- information quality
- competitive environment
- databases
- distributed systems
- artificial intelligence
- machine learning
- internet shopping
- incident management