Modeling service experience design processes with customer expectation management: A system dynamics perspective.
Yen-Hao HsiehSoe-Tsyr YuanPublished in: Kybernetes (2010)
Keyphrases
- design processes
- management system
- customer service
- customer satisfaction
- customer relationship management
- information systems
- call center
- decision making
- design process
- design decisions
- engineering design
- databases
- data management
- case study
- development process
- service quality
- knowledge management
- expert systems
- artificial intelligence
- real world