Data completeness: A key to effective net-based customer service systems

Communications of the ACM

Volumn 46, Issue 6, 2003, Pages 47-51

  Brohman, M Kathryn ^a   Watson, Richard T ^a   Piccoli, Gabriele ^b   Parasuraman, A ^c  

^a UNIVERSITY OF GEORGIA   (United States)

^b 335 Statler Hall   (United States)

^c UNIVERSITY OF MIAMI   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

CUSTOMER RELATIONSHIP MANAGEMENT (CRM); DATA COMPLETENESS; DATA STRATEGY; E-SERVICE; INFERENCE STRATEGY; TRANSACTION STRATEGY;

CELLULAR TELEPHONE SYSTEMS; COSTS; CUSTOMER SATISFACTION; DATA MINING; DATA PROCESSING; INFORMATION TECHNOLOGY; INTERNET; INVESTMENTS; PERSONAL DIGITAL ASSISTANTS; SOCIETIES AND INSTITUTIONS; STRATEGIC PLANNING;

ELECTRONIC COMMERCE;

EID: 3142700285     PISSN: 00010782     EISSN: None     Source Type: Journal    
DOI: 10.1145/777313.777339     Document Type: Review

References (7)

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5. Tushman, M. and Nadler, D. Information processing as an integrating concept in organizational design. Academy of Management Review (July 1978), 613-624.
6. Winer, R.S. A framework for customer relationship management. California Management Review 43, 4 (2001), 89-106.
7. Zhang, Y. and Im, I. Recommender systems: A framework and research issues. In Proceedings of Americas Conference on Information Systems, 2002.