Customers as service innovators within business networks.
Christoph AugensteinDoreen MammitzschBogdan FranczykPublished in: AMCIS (2010)
Keyphrases
- customer service
- service providers
- customer support
- customer satisfaction
- marketing campaigns
- online stores
- telecommunications industry
- cost efficient
- service systems
- business partners
- service quality
- social networks
- customer behavior
- business processes
- customer loyalty
- service management
- single server
- enterprise systems
- business opportunities
- single server queue
- service times
- online services
- direct marketing
- call center
- customer relationship management
- web services
- business models
- business process
- software vendors
- financial services
- service delivery
- electronic commerce
- network structure
- network resources
- mission critical
- service oriented
- business intelligence
- decision making
- customer data
- marketing strategies
- business activities
- web technologies
- service oriented architecture
- steady state
- electronic business
- return on investment
- arrival process
- complex networks
- service requirements
- cloud computing
- knowledge management
- customer retention