Businesses increasingly offer their services electronically via the Web. Take for example an Internet Service Provider. An ISP offers a variety of services, including raw bandwidth, IP connectivity, and Domain Name resolution. Although in some cases a single service already satisfies a customer need, in many situations a customer need is so complex that a bundle of services is needed to satisfy...

Customer relationship management (CRM) is a combination of people, processes, and technology that seeks to provide understanding of customer needs, to support a business strategy, and to build long-term relationships with customers. Successful utilization of the integrated technology requires appropriate business processes and organizational culture to adequately address human behavioral elemen...

Electronic government is attested to have the potential to shape public administrations to be more customer oriented. In order to be customer oriented, municipalities need knowledge about customer needs. Which municipalities explore customer needs and what do they change is investigated using data of a nationwide survey about e-government in Switzerland. Results show big differences in explorin...

For reverse-engineering software architectures, architectural viewpoints need to be defined in a way where all customer needs are considered. This paper presents a systematic, scenario-based approach for identifying customer-specific viewpoints. The approach was successfully applied in the Cobus II project to identify 11 customer-specific viewpoints for describing the architecture of a COBOL sy...

The paper points out certain quantitative methods largely ignored by library service providers, highlights the importance of customer participation in service delivery process, examines the concepts service quality and customer satisfaction, emphasises the need for appropriately handling waiting lines in service organisations, presents briefly the theory of waiting lines (queueing theory), psyc...

This research investigates the influence of industry on electronic customer relationship management (ecrm) performance. A case study approach with two cases is applied to evaluate the influence of ecrm on customer behavioral and attitudinal loyalty along with customer pyramid. The cases covered two industries consisting of computer and automotive industries. For investigating customer behaviora...

In this work, the fluid limit approach methodology is applied to find a sufficient and necessary stability condition for the Basic Collaboration (BC) system with feedback allowed, which is a generalization of the so-called W -model. In this queueing system, some customer classes need cooperation of a subset of (non-overlapping) servers. We assume that each customer class arrives to the system f...