Stakeholder Ontology and Mining for Improving Complex Services

Complex service-oriented organizations (such as IT customer service or the hospital emergency) deal with many challenges due to incoming request types that we characterize as non-routine. Each such request reflects significant variations in the environment and consequently requirements, which drives...

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Veröffentlicht in:	International journal of information systems in the service sector 2013-04, Vol.5 (2), p.65-79
Hauptverfasser:	Ramanathan, Jay, Ramnath, Rajiv
Format:	Artikel
Sprache:	eng
Schlagworte:	Aggregates Customer service Customer services Data mining Emergency medical services Feedback Hospitals Information systems Information technology Ontology Organizations Workers Workflow
Online-Zugang:	Volltext
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