Leveraging Customer Knowledge and IT Resources to Enhance Service Expertise and Service Quality.
Sujeong ChoiJaejon KimMin QuPublished in: PACIS (2014)
Keyphrases
- service quality
- customer knowledge
- service providers
- customer satisfaction
- electronic commerce
- user satisfaction
- online shopping
- information systems
- competitive advantage
- expert systems
- knowledge sharing
- call center
- service level agreements
- quality of service
- competitive environment
- information quality
- resource management
- resource allocation
- knowledge management
- social networks
- web services
- job satisfaction
- incident management