Expert systems and the implementation of quality customer service

Expert systems and the implementation of quality customer service Argues that expert systems are a useful tool in implementing quality customer service. Examines seven steps of customer service and illustrates how expert systems can support each step. Draws on the literature in the field to cite commercial installations of expert systems to support quality customer service. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Industrial Management & Data Systems Emerald Publishing

Expert systems and the implementation of quality customer service

Loading next page...
 
/lp/emerald-publishing/expert-systems-and-the-implementation-of-quality-customer-service-oNzflO0ytf
Publisher
Emerald Publishing
Copyright
Copyright © 1997 MCB UP Ltd. All rights reserved.
ISSN
0263-5577
D.O.I.
10.1108/02635579710161377
Publisher site
See Article on Publisher Site

Abstract

Argues that expert systems are a useful tool in implementing quality customer service. Examines seven steps of customer service and illustrates how expert systems can support each step. Draws on the literature in the field to cite commercial installations of expert systems to support quality customer service.

Journal

Industrial Management & Data SystemsEmerald Publishing

Published: Mar 1, 1997

Keywords: Customer service; Expert systems; Quality; Service industries

References

  • Artificial intelligence in HRM: an experimental study of an expert system
    Lawler, J.J.; Elliot, R.
  • Expert systems: a service industry exigency
    Tieperman, J.; Inman, R.A.; Pick, R.A.

You’re reading a free preview. Subscribe to read the entire article.


DeepDyve is your
personal research library

It’s your single place to instantly
discover and read the research
that matters to you.

Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.

All for just $49/month

Explore the DeepDyve Library

Search

Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly

Organize

Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.

Access

Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Elsevier, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve

Freelancer

DeepDyve

Pro

Price

FREE

$49/month
$360/year

Save searches from
Google Scholar,
PubMed

Create folders to
organize your research

Export folders, citations

Read DeepDyve articles

Abstract access only

Unlimited access to over
18 million full-text articles

Print

20 pages / month

PDF Discount

20% off