Motamarri, Saradhi; Akter, Shahriar; Yanamandram, Venkat - In: Business Process Management Journal 23 (2017) 3, pp. 623-644
Purpose Big data analytics (BDA) helps service providers with customer insights and competitive information. It also … research question, “How does big data analytics enable frontline employees (FLEs) in effective service delivery?” Design …/methodology/approach The research develops schemas to visualise service contexts that potentially benefit from BDA, based on the literature …