haku: @indexterm customer relationship management (crm) / yhteensä: 105
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| Tekijä: | Currie, W.L. Joyce, P. Winch, G. |
| Otsikko: | Evaluating application service provisioning using system dynamics methodology |
| Lehti: | British Journal of Management
2007 : JUN, VOL. 18:2, p. 172-191 |
| Asiasana: | customer relationship management (CRM) consumer satisfaction consumer attitudes software service small business electronic commerce Internet United Kingdom USA |
| Vapaa asiasana: | e-business e-commerce SME |
| Kieli: | eng |
| Tiivistelmä: | This article draws from a longitudinal research study on the deployment, hosting and integration of application service provisioning (ASP), an e-business model targeted mainly at small and medium-sized businesses (SMBs). Using system dynamics as a methodology addressing the inherent complexity of the ASP model, it is demonstrated how a series of complex inter-relationships btw. key performance indicators (KPIs) will impact the business value for customers from ASP vendor products and services. |
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