Design of Contracts and Workflows for Knowledge Intensive IT Service Environments

Author:

Dong Su1ORCID,Johar Monica S.2ORCID,Kumar Ram L.2

Affiliation:

1. Department of Accounting, Finance, Healthcare and Information Systems, Fayetteville State UniversitySchool of Business and Economics 1200 Murchison Road Fayetteville NC 28301

2. Department of Business Information Systems & Operations Management, UNC CharlotteBelk College of Business 9201 University City Blvd. Charlotte NC 28223

Publisher

Wiley

Subject

Management of Technology and Innovation,Information Systems and Management,Strategy and Management,General Business, Management and Accounting

Reference46 articles.

1. The Modern Call Center: A Multi-Disciplinary Perspective on Operations Management Research

2. Corporate reputation, consumer satisfaction and loyalty;Ali I.;Romanian Review of Social Sciences,2012

3. An Interdisciplinary Perspective on IT Services Management and Service Science

4. Staffing to Maximize Profit for Call Centers with Alternate Service-Level Agreements

5. Buco M. J. Chang R. N. Luan L. Z. Ward C. Wolf J. L. &Yu P. S.(2003).Managing eBusiness on demand SLA contracts in business terms using the cross‐SLA execution manager SAM. Proceedingsof ISADS Washington DC: IEEE 157–164.

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