Transformation towards Customer-Oriented Service Architectures in the Financial Industry.
Thomas PuschmannRebecca NueeschRainer AltPublished in: ECIS (2012)
Keyphrases
- point of sale
- customer service
- customer satisfaction
- financial services
- service requirements
- call center
- electronic commerce
- service times
- telecommunications industry
- service quality
- banking industry
- risk management
- case study
- information services
- management system
- financial institutions
- customer support
- customer relationship management
- customer behavior
- service discovery
- service composition
- service providers
- enterprise systems
- individual user
- economic development
- credit card
- churn prediction
- service oriented
- end users