Customer Experience Requirements for Multi-platform Service Interaction: Bringing Services Marketing to the Elicitation of User Requirements.
Lia PatrícioRaymond P. FiskJoão Falcão e CunhaNuno Jardim NunesPublished in: RE (2004)
Keyphrases
- user requirements
- customer service
- customer support
- end users
- service requirements
- personalized services
- marketing campaigns
- customer behavior
- service platform
- customer satisfaction
- service quality
- service providers
- value added services
- service management
- potential customers
- customer data
- mashup
- marketing strategies
- web services
- sharing platform
- service oriented
- customer relationship management
- customer loyalty
- smart spaces
- consumer behavior
- public services
- user experience
- business managers
- information services
- mobile services
- service discovery
- service oriented architecture
- mobile payment
- direct marketing
- web service technology
- telecommunications industry
- service composition
- service level
- call center
- cloud computing
- data mining
- requirements elicitation
- web environment
- cloud services
- service times
- customer requirements
- service selection
- middleware architecture
- private cloud
- software as a service
- service systems
- loosely coupled
- queue length
- website