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Service improvement by business process management using customer complaints in financial service industry.
Chong Un Pyon
Ji Young Woo
Sang-Chan Park
Published in:
Expert Syst. Appl. (2011)
Keyphrases
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customer service
service oriented
service providers
business process management
customer satisfaction
service requirements
web services
service quality
data mining
call center
business processes
business process
electronic commerce
lightweight
service times
user interface
databases
point of sale