The Effect of Customers' Emotion on Service Recovery Strategy in IT Service Failures.
Mun Kiat SitohHuseyin CavusogluPublished in: ICIS (2012)
Keyphrases
- service providers
- web services
- customer service
- failure recovery
- service oriented
- queueing model
- service systems
- customer satisfaction
- single server
- service rates
- single server queue
- neural network
- service composition
- management system
- semantic web services
- service management
- service quality
- arrival process
- steady state
- service requirements