Conceptual Modeling Meets Customer Journey Mapping: Structuring a Tool for Service Innovation.
Markus HeuchertPublished in: CBI (1) (2019)
Keyphrases
- conceptual modeling
- customer service
- customer satisfaction
- conceptual model
- conceptual models
- information systems
- data abstraction
- information systems development
- object oriented
- service requirements
- entity relationship
- data model
- web services
- database technology
- service providers
- service quality
- call center
- data management
- general purpose
- management system
- service times
- conceptual schema
- artificial intelligence