Typically, services are co-created by service provider and customer. This paper describes an approach to account the full costs of a service considering costs at the provider side as well as on the customer side resulting in a more accurate cost model. Depending on the level of integration of provider and customer, explicit modeling of uncertainty is used to reflect the uncertainty about custom...

The service of E-Commerce logistics enterprises in our country is unable to meet the needs of consumers. The good customer experience can promote consumer s ' perception of the service level of E-Commerce logistics enterprises. The paper elaborates the factors affecting customer experience from website usefulness, website ease of use, transaction costs, customer participation and interactivity,...

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...

On BioLegend's Customer Service team, Anjie takes pride in going above and beyond to ensure the satisfaction of each and every customer. Our team continually strives to provide the highest level of customer support in the industry. As technical service scientist, Deepak understands the many variables that impact an experiment. He listens closely and tries to think and feel like the customer doe...

In the evolving service market there is a good chance for companies to update their IT environment or cut their IT costs by outsourcing some parts of their IT processes. This implies meeting the challenge of service quality. For common services this can be handled by changing the service provider. But this is not valid for enterprises that want to outsource rather complex and individually compo...

This paper presents formulas for calculating waiting time for customers in a queue with combined preemptive and head-ofline (nonpreemptive) priority scheduling disciplines and describes the reasoning behind them. This work has been applied in the development of programmable terminal control units. Introduction The development of programmable terminal control units has created the need for a new...

i Based on theory from consumer behavior and cognitive psychology, the purpose of this paper is to discuss and test corporate image and customer satisfaction as two routes to customer loyalty. Based on data from 600 individual customers categorized as having high or low service expertise of three companies within the package tour industry, a conceptual model is proposed and tested empirically u...

Current telephone systems suuer from a service interface bottleneck problem, wherein network resources are under-utilised and customer requirements are often not met, in spite of these resources' ability to satisfy such requirements. This bottleneck is primarily due to a coarse-grain service interface, coupled with the inability to support arbitrary terminal types, and the inability to inter-op...

Popular websites can see hundreds of messages posted per day. The key messages for customer service department are customer complaints, including technical problems and non-satisfactory reports. An auto mechanism to classify customer messages based on the techniques of text mining and support vector machine (SVM) is proposed in this study. The proposed mechanism can filter the messages into the...