Purpose Contact centers (CCs) are one of the main touch points of customers in an organization. They form one of the inputs to customer relationship management (CRM) to enable an organization to efficiently resolve customer queries. CCs have an important impact on customer satisfaction and are a...

Purpose: The purpose of this paper is to use game theory and ambiguity theory to show how “economically rational” vendors will behave in a procurement process that runs over more than one period. In light of that behavior, we have proposed “economically rational” counter-strategies on...

Purpose The purpose of this paper is to introduce a solution to the problem of changing priorities of customer needs (CNs) in quality function deployment (QFD). Customer preferences and priorities are not very stable and they may change before products are ready for the market. Therefore,...