Exponentially weighted moving average control charts for monitoring customer service quality comments.
Triss AshtonNicholas E. EvangelopoulosVictor R. PrybutokPublished in: Int. J. Serv. Stand. (2013)
Keyphrases
- weighted moving average
- service quality
- control charts
- customer satisfaction
- electronic commerce
- statistical process control
- call center
- customer requirements
- service providers
- online shopping
- process control
- user satisfaction
- internet shopping
- customer loyalty
- competitive environment
- abnormal patterns
- customer service
- adaptive control
- cumulative sum
- information systems
- quality of service
- information quality
- marketing strategies
- real time
- customer support
- competitive advantage
- parallel algorithm
- incident management
- job satisfaction
- customer relationship management
- business intelligence