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Service delivery systems: a business process perspective F ...
1 Service delivery systems: a business process perspective F Ponsignon, Dr P A Smart, Prof. R S Maull Exeter Centre for Strategic Processes and Operations (XSPO),
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A Review of Call Center Measurements - POMS
www.poms.orgA Review of Call Center Measurements Stephen J. Willis and Michael Bendixen Nova Southeastern University Fort Lauderdale, FL United States of America
Customer Stratification: Understanding Customer Profitability
www.poms.orgCustomer segmentation approaches are used in revenue management models of airlines, hotels and retail chains (Bitran and Caldentey, 2003). In 2004, Best Buy, the leading
Channel Conflict and Coordination in the E-Commerce Age
www.poms.orgChannel Conflict and Coordination in the E-Commerce Age Andy A. Tsay • Narendra Agrawal Leavey School of Business, Santa Clara University, Santa Clara, California 95053-0382, USA
Social Technologies in Operations
www.poms.orgYili (Kevin) Hong, University of Houston, yilihong@uh.edu Andrew Whinston, University of Texas at Austin, abw@uts.cc.utexas.edu Manuscript Submission Deadline: January 15, 2022 Revised Manuscript Submission Deadline: April 15, 2022 Background Building on the Internet and mobile services, social technologies are being developed to facilitate
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