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.

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Year of publication:	1997
Authors:	Eppinette, Matt ; Inman, R. Anthony ; Pick, Roger Alan
Published in:	Industrial Management & Data Systems. - MCB UP Ltd, ISSN 1758-5783, ZDB-ID 2002327-3. - Vol. 97.1997, 2, p. 63-68
Publisher:	MCB UP Ltd
Subject:	Customer service \| Expert systems \| Quality \| Service industries

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/02635579710161377 [DOI]
Source:	Other ZBW resources

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