Who is Doing What: The Impact of Task and Role Documentation on Outsourcing Service Quality.
Heinz-Theo WagnerDaniel BeimbornFrank SchlosserPublished in: AMCIS (2010)
Keyphrases
- service quality
- service providers
- customer satisfaction
- information systems
- electronic commerce
- user satisfaction
- online shopping
- information quality
- quality of service
- web services
- call center
- competitive advantage
- information technology
- job satisfaction
- real time
- knowledge transfer
- factors that influence
- business process
- end users
- competitive environment
- incident management