Navarro, Juan Gabriel Cegarra; Cepeda-Carrión, Gabriel; … - In: The Service Industries Journal 33 (2013) 13-14, pp. 1417-1434
Electronic listening (eListening) is an innovation that potentially provides patients and other users with the right answer in the right place at the right time. Thus, eListening can potentially improve service flexibility, adaptability and quality. The main purpose of this paper is to...