Rong-Rong Chen, Yung-Hsiu Lin, Ta-Wei Shih, Her-Kun Chang. Supporting Service Management with Service Encounters Analysis: A Case on Call Centre Outsourcing Operations. In Pacific Asia Conference on Information Systems, PACIS 2010, Taipei, Taiwan, 9-12 July 2010. pages 191, AISeL, 2010. [doi]
Abstract is missing.