Studies on customer services optimisation by using the SCIM – an application of the agent base modelling (ABM) technology to service science
by Akira Kamoshida, Takao Terano, Bin Jiang, Hasnat Elias, Takashi Kikuchi
International Journal of Web Engineering and Technology (IJWET), Vol. 5, No. 3, 2009

Abstract: This paper describes an application methodology of agent base modelling (ABM) technology for service science and a concept of the smart customer interaction modelling (SCIM) innovated from the ABM, which has created an optimised service design that is indispensable with regard to enhancing customer satisfaction, thus, enabling an improvement of customer service productivity and quality. The main concept of the SCIM is to maintain the corporate brand loyalty of customers. An actual adaptability of the SCIM for a car sales service is studied. Based on the results, we confirmed the SCIM technology had the capability to realise a maximised service quality. Some of the key issues found in the application case are also discussed.

Online publication date: Sun, 17-Jan-2010

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Web Engineering and Technology (IJWET):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com