Workflow management systems (WfMSs) have been used to support various types of business processes for more than a decade now. In ecommerce processes, suppliers and customers define a binding agreement or contract between the two parties, specifying quality of service (QoS) items such as products or services to be delivered, deadlines, quality of products, and cost of service. Management of such...

A method for public service design, which enables designers to realize high-value added service design by considering plural different customer groups in parallel, is proposed. In General, service designs focus on specific customers. However, because of the diversity of customer requirements, it is difficult to design a public service that addresses the requirements of all customers. To achieve...

Experience, defined as the subjective response of customers to any direct or indirect contact with a company, has been considered as a critical factor in connecting customers emotionally and in turn achieving customer retention. A most critical source of experience is the service delivery process encountered by customers. Nevertheless, existing tools for depicting service focus mainly on the ac...

With the performance of service personnel often constituting a major element of a service per se, the customer orientation of service personnel is often regarded as a main determinant of service firms’ success. Drawing on a deductively derived four-dimensional conceptualization of the customer orientation of service personnel, consisting of employees’ technical skills, social skills, motivation...

The objective of this paper is to identify the impact of service quality on customer relationship management and customer loyalty in the Indian telecom sector. Service quality has been considered as independent variable whereas customer relationship management and customer loyalty were considered as dependent variable. Five antecedents of service quality have been considered in this study viz. ...

Advancements in software agents and semantic Web service technologies are generally enhancing the landscape of electronic commerce. Semantic Web service technologies promise the standardi-sation and discoverability of software capabilities for network-enabled organisations. Moreover, with the addition of the intelligence and autonomy of software agents, transactions may be equally automated for...

Ever since the 1990s, the role of call centers has been transformed from simply dealing with customer inquiries to performing integrated marketing functions. Firms are starting to view contemporary call centers as preferred and prevalent channels to acquire and retain customers, enhance customer relationship and grow long-term revenue, rather than a cost to be minimized. The management of call ...

some servers are to be located at nodes of a network. demand for services of these servers is located at each node and a subset of the nodes is to be chosen to locate one server in each. each customer selects a server with a probability dependent on distance and a certain amount of benefit is achieved after giving service to the customer. customers may waive receiving service with a known proba...