Towards a Customer-Oriented Queuing in Service Incident Management.
Peter HottumMelanie Reuter-OppermannPublished in: OR (2014)
Keyphrases
- incident management
- service quality
- customer satisfaction
- service providers
- customer service
- call center
- electronic commerce
- situation awareness
- queuing systems
- queuing model
- service requirements
- end to end
- information technology infrastructure
- point of sale
- user satisfaction
- web services
- service oriented
- scheduling algorithm
- decision support system