Mapping customers' service experience for operations improvement.
Mitchell M. TsengQinhai MaChuan-Jun SuPublished in: Bus. Process. Manag. J. (1999)
Keyphrases
- service providers
- customer satisfaction
- customer service
- service systems
- single server queue
- single server
- service times
- web services
- service quality
- call center
- service oriented
- arrival process
- service composition
- poisson arrivals
- customer support
- cost efficient
- steady state
- end users
- mobile services
- processor sharing
- point of sale
- product information
- marketing strategies
- online stores
- significant improvement
- service rates
- service requirements
- customer classes
- network effects
- heavy traffic
- customer behavior
- queueing model
- data mining
- queue length
- information services
- user experience
- electronic commerce
- management system
- information systems