Ideas on Customer-oriented Queuing in Service Incident Management

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

Contributions to enterprise content management and qualitative and quantitative decision support

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