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Developing a step-by-step effectiveness assessment model for customer-oriented service organizations.
Sophocles N. Brissimis
Panagiotis D. Zervopoulos
Published in:
Eur. J. Oper. Res. (2012)
Keyphrases
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customer service
web services
lifecycle management
call center
customer satisfaction
information systems
e learning
service management
electronic commerce
information technology
service delivery
mobile services
service discovery
service quality
steady state
service times
mission critical