Modelling improved customer responses in web-enabled support networks

@inproceedings{Shankar2006ModellingIC,
  title={Modelling improved customer responses in web-enabled support networks},
  author={Konathala Ravi Shankar and Prasanna Vijayaraghavan and T. T. Narendran},
  year={2006}
}
Customer support is assuming strategic importance in emerging markets. An authorised service centre offers field support in a sales territory. Employing 'web-enabled' support services (remote services) helps in hassle-free field support. However, restricted working hours and volatile intraday service demand hamper customer response in field support. A manufacturer has to address the 'cost-related decisions' in field support under these conditions. The study uses the stochastic principle to… CONTINUE READING