Service Systems as Customer-Intensive Systems and Its Implications for Service Science and Engineering.
Claudio S. PinhanezPublished in: HICSS (2008)
Keyphrases
- service systems
- call center
- web technologies
- service oriented
- service level
- customer classes
- queueing model
- service requests
- service requirements
- heavy traffic
- queue length
- enterprise systems
- computing environments
- arrival rate
- service times
- service selection
- information systems
- service providers
- service rates
- web pages
- stochastic models
- website
- search engine
- distributed systems
- markov chain
- steady state
- electronic commerce