Quality-Speed Conundrum: Trade-offs in Customer-Intensive Services.
Krishnan S. AnandM. Fazil PaçSenthil K. VeeraraghavanPublished in: Manag. Sci. (2011)
Keyphrases
- trade off
- customer service
- service quality
- high quality
- service oriented
- customer satisfaction
- context aware
- web services
- information services
- service composition
- electronic commerce
- service providers
- high speed
- end users
- digital libraries
- mobile applications
- quality assessment
- agent technology
- higher quality
- mobile services
- call center
- customer behavior