Enhancing Customer Response Capability through Organizational Knowledge Resources in Service Encounters.
Sujeong ChoiPublished in: PACIS (2018)
Keyphrases
- knowledge resources
- customer service
- knowledge management
- natural language processing
- customer satisfaction
- wordnet
- knowledge base
- service providers
- service quality
- service times
- domain ontology
- social network data
- information systems
- free text
- semi automatic
- information technology
- information resources
- e government
- decision making