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Ideas on Customer-oriented Queuing in Service Incident Management

Hottum, Peter; Reuter, Melanie

The provision of services hinges considerably on the contribution of the provider and the customer and - if present - on their involved networks. In this working paper we focus on incident management. By understanding the influence of a customer`s contribution to a service, the provider should be able to improve the interaction quality in general. Furthermore the provider should be able to determine and control his effort based on the expected customer`s contribution.

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Volltext §
DOI: 10.5445/IR/1000043433
Cover der Publikation
Zugehörige Institution(en) am KIT Karlsruhe Service Research Institute (KSRI)
Publikationstyp Forschungsbericht/Preprint
Publikationsjahr 2014
Sprache Englisch
Identifikator ISSN: 2194-1629
KITopen-ID: 1000043433
Verlag KIT, Karlsruhe
Umfang 9 S.
Serie KIT Scientific Working Papers ; 24
Schlagwörter Incident management; Customer contribution; Modeling; Service
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