Customer input management in service processes: needs and tools
作者： Kaisa Seppänen , Janne Huiskonen , Henri Karppinen
DOI: 10.1504/IJBIR.2015.065965
关键词: Customer intelligence 、 Customer retention 、 Service level requirement 、 Service quality 、 Computer science 、 Process management 、 Customer to customer 、 Knowledge management 、 Customer Service Assurance 、 Customer advocacy 、 Voice of the customer
摘要: With the increasing interest on customer inputs and their meaning in services, it is necessary to explore input management service processes. This research focuses needs tools of processes through a case study conducted healthcare organisation. The findings emphasise fact that there are multiple situations services where justified, but use selection does not always meet requirements process needs. results this provide rich contribution towards features need processes, presents for different situations. Practical suggestions offered managers make more effective with management.
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