Evaluating the Impact of Assignment Group and Category Classification Prediction of Incoming Service Requests on the Perceived Service Quality: A Quasiexperimental Study in the Enterprise Software Industry-Reference-Cited by-同舟云学术

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Evaluating the Impact of Assignment Group and Category Classification Prediction of Incoming Service Requests on the Perceived Service Quality: A Quasiexperimental Study in the Enterprise Software Industry

Published:2024 Issue: Volume:71 Page:10740-10750
ISSN:0018-9391
Container-title:IEEE Transactions on Engineering Management
language:
Short-container-title:IEEE Trans. Eng. Manage.

Author:

van Gassel Jeroen¹^ORCID,Janssen Marijn²^ORCID

Affiliation:

1. Faculty of Technology, Policy & Management, Delft University of Technology, Delft, Zuid Holland, The Netherlands

2. School of Technology, Policy and Management, Delft University of Technology, Delft, GA, The Netherlands

Publisher

Institute of Electrical and Electronics Engineers (IEEE)

Link

http://xplorestaging.ieee.org/ielx7/17/10339242/10531020.pdf?arnumber=10531020

Reference50 articles.

1. Information systems use as strategy practice: A multi-dimensional view of strategic information system implementation and use

2. The Impact of Service Failures on Firm Profitability: Integrating Machine Learning and Statistical Modeling

3. Voice artificial intelligence service failure and customer complaint behavior: The mediation effect of customer emotion

4. Past, present and future of contact centers: a literature review

5. An intelligent knowledge-based chatbot for customer service

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