Data-driven analytical tools for characterization of productivity and service quality issues in IT service factories
Victor F. Cavalcante, Claudio S. Pinhanez, Rogério A. de Paula, Carolina S. Andrade, Cleidson R. B. de Souza ...
| Year of publication: |
2013
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|---|---|
| Authors: | Cavalcante, Victor F. ; Pinhanez, Claudio S. ; Paula, Rogério A. de ; Andrade, Carolina S. ; Souza, Cleidson R. B. de |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 16.2013, 3, p. 295-310
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| Subject: | incident management | service delivery | IT services | IT outsourcing | service-level agreements | service engineering | service analytics | Outsourcing | Dienstleistungsqualität | Service quality | Dienstleistungsmanagement | Service management | Dienstleistung | Services | Dienstleistungssektor | Service industry | Dienstleistungshandel | Trade in services | Unternehmensdienstleistung | Business services | IT-Dienstleister | IT service provider | Dienstleistungsinnovation | Service innovation |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10009782143