From the customer to the firm: evaluating generic service process designs for incoming customer requests.
Michael ZapfPublished in: Comput. Ind. (2004)
Keyphrases
- customer service
- customer satisfaction
- electronic commerce
- customer behavior
- service oriented
- call center
- web services
- customer relationship management
- customer support
- service requirements
- churn prediction
- service quality
- service times
- point of sale
- information systems
- competitive environment
- marketing strategies
- service providers
- cloud computing
- website