The Framework of Web-Based Voice of the Customers Management for Business Process Management in Service Industry

Chong Un Pyon, Sung Min Bae, Ji Young Woo, Sang-Chan Park. The Framework of Web-Based Voice of the Customers Management for Business Process Management in Service Industry. In Kurt Bauknecht, Birgit Pröll, Hannes Werthner, editors, E-Commerce and Web Technologies: 6th International Conference, EC-Web 2005, Copenhagen, Denmark, August 23-26, 2005, Proceedings. Volume 3590 of Lecture Notes in Computer Science, pages 168-177, Springer, 2005. [doi]