Extending BPMN for Supporting Customer-Facing Service Quality Requirements.
Kawther SaeediLiping ZhaoPedro R. Falcone SampaioPublished in: ICWS (2010)
Keyphrases
- service quality
- customer requirements
- customer satisfaction
- electronic commerce
- call center
- service providers
- user satisfaction
- business processes
- competitive advantage
- business process
- quality of service
- online shopping
- information quality
- information systems
- customer support
- quality management
- customer loyalty
- competitive environment
- customer service
- business process models
- decision support
- model driven
- job satisfaction
- database
- process model
- real time