Customer interaction in service innovation: seldom intensive but often decisive. Case studies in three business service sectors.
Arja KuusistoMikko RiepulaPublished in: Int. J. Technol. Manag. (2011)
Keyphrases
- case study
- customer service
- electronic commerce
- service providers
- information systems
- customer support
- management system
- human computer interaction
- service oriented
- service quality
- mission critical
- service times
- customer satisfaction
- real world
- knowledge management
- telecommunications industry
- business process
- marketing campaigns
- online stores
- mobile services
- service management
- information technology
- executive information systems
- lessons learned
- web services
- online services
- enterprise systems
- open source
- service delivery
- user interaction
- virtual organization
- service discovery
- service oriented architecture
- information services
- business models