Knowledge Management in Service Encounters: Impact on Customers' Satisfaction Evaluations.
Priyanko GuchaitKarthik NamasivayamPui-Wa LeiPublished in: J. Knowl. Manag. (2011)
Keyphrases
- customer satisfaction
- knowledge management
- service quality
- service providers
- customer service
- information systems
- call center
- service systems
- single server
- single server queue
- user satisfaction
- knowledge engineering
- marketing strategies
- service times
- knowledge sharing
- web based learning
- network effects
- purchase decision
- service oriented
- service composition
- queueing model
- customer support
- case study
- strategic decisions
- customer loyalty
- competitive advantage
- asymptotically optimal
- factors that influence
- quality of service
- software development
- management system
- web services
- service requirements
- decision making