qThis book provides a comprehensive collection of research and analysis on the principles of service, knowledge and organizational capabilities, clarifying IT strategy procedures and management practices and how they are used to shape a firm's knowledge resourcesq--Provided by publisher.Dynamic service systems interactions over a longitudinal period depicting client- provider collaboration (via iterative prototyping of ... Figure 3 represents a call center service case example in which the Customer Support Representatives ( CSRs) are aencountering a ... CSRs and call center managers to author call-flow scripts that provides stepby-step resolution of customer-reported issuesa are beinganbsp;...
|Title||:||Knowledge Driven Service Innovation and Management: IT Strategies for Business Alignment and Value Creation|
|Author||:||Chew, Eng K.|
|Publisher||:||IGI Global - 2012-11-30|