An empirical study of a novel managing customer power model and business performance in the mobile service industry
Year of publication: |
2014
|
---|---|
Authors: | Alotaibi, Youseef ; Liu, Fei |
Published in: |
Business Process Management Journal. - Emerald Group Publishing Limited, ISSN 1758-4116, ZDB-ID 2014421-0. - Vol. 20.2014, 6, p. 816-843
|
Publisher: |
Emerald Group Publishing Limited |
Subject: | Customer satisfaction | Flexibility | Service quality | Call centre | Questionnaires research | Waiting time | Business process modelling (PM) | Business performance | Change management | Customer differentiation | Mathematical model | Priority queue |
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