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A Design Theory Approach to Building Strategic Network-Based Customer Service Systems.
M. Kathryn Brohman
Gabriele Piccoli
Patrick Martin
Farhana H. Zulkernine
A. Parasuraman
Richard T. Watson
Published in:
Decis. Sci. (2009)
Keyphrases
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customer service
design theory
support systems
case study
knowledge management
distributed systems
theoretical framework
customer satisfaction
design science
databases
multi agent systems
software engineering
business strategy