Continuity Management: Preserving Corporate Knowledge and Productivity when Employees Leave
Continuity Management: Preserving Corporate Knowledge and Productivity when Employees Leave
CRM at the Speed of Light, Third Edition: Essential Customer Strategies for the 21st Century
CRM at the Speed of Light, Third Edition: Essential Customer Strategies for the 21st Century
Operations Management
A simple model and a distributed architecture for realizing one-stop e-government
Electronic Commerce Research and Applications
A knowledge-based approach for developing multi-channel e-government services
Electronic Commerce Research and Applications
A framework for pricing government e-services
Electronic Commerce Research and Applications
A secure e-Government platform architecture for small to medium sized public organizations
Electronic Commerce Research and Applications
Visualization method for customer targeting using customer map
Expert Systems with Applications: An International Journal
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Public sectors have tried to improve service quality for their customers. However, there are still several hurdles in the execution of customeroriented service production and delivery by the public sectors. On this account, most public sectors thus far have made little progress in making themselves more customer-friendly, when compared with private sectors. The business environment surrounding public sectors has been rapidly changing, such as private sectors rushing into competition, customers demanding their rights, and the self-consciousness of public sectors paying attention to a customer-driven mind. To cope with these challenges, this study suggests a framework of developing knowledge-intensive services based on customer indexes (KISCI) in the egovernment scheme, which combines panel information and marketing research information to improve the service quality of public sectors toward citizens. The framework, KISCI, is applied to one of the public sectors and the results are enumerated.