Measuring and managing after-sales service: Aprilia's experience.

Alberto De Toni Stefano Tonchia

Published in: Int. J. Serv. Technol. Manag. (2004)

Keyphrases

customer service
service oriented
web services
service providers
mission critical
service management
customer behavior
customer support
data sets
multimedia
end users
web applications
business processes
end to end
computing environments
processor sharing