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A process-centric performance management in a call center
16 references·0 citing·53 second hop
A process-centric performance management in a call center (2022)A process-centric performance management …Voice of airline passenger: A text mining approach to understand customer satisfaction (2019)Voice of airline passenger: A…From free to paid: Customer expertise and customer satisfaction on knowledge payment platforms (2019)From free to paid: Customer e…Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry (2019)Exploring asymmetric effects …Analysis of hotel services by their symmetric and asymmetric effects on overall customer satisfaction: A comparison of market segments (2019)Analysis of hotel services by…Impact of product attributes on customer satisfaction: An analysis of online reviews for washing machines (2018)Impact of product attributes …The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach (2016)The antecedents of customer s…Process Mining (2016)Process MiningProcess Mining Methodology for Health Process Tracking Using Real-Time Indoor Location Systems (2015)Process Mining Methodology fo…Declarative process mining in healthcare (2015)Declarative process mining in…What can big data and text analytics tell us about hotel guest experience and satisfaction? 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References

  • 2016Process Mining2,166 cited
  • 2012Process Mining Manifesto1,209 cited
  • 2014What can big data and text analytics tell us about hotel guest experience and satisfaction?949 cited
  • 2016The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach437 cited
  • 2009Lean transformation in the pure service environment: the case of the call service centre322 cited
  • 2011Generating Sales While Providing Service: A Study of Customer Service Representatives' Ambidextrous Behavior313 cited
  • 2004Mining Social Networks: Uncovering Interaction Patterns in Business Processes254 cited
  • 2019Voice of airline passenger: A text mining approach to understand customer satisfaction196 cited
  • 2019Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry172 cited
  • 2018Impact of product attributes on customer satisfaction: An analysis of online reviews for washing machines162 cited
  • 2015Declarative process mining in healthcare136 cited
  • 2012Domain driven data mining in human resource management: A review of current research136 cited
  • 2012Process Mining for the multi-faceted analysis of business processes—A case study in a financial services organization129 cited
  • 2019From free to paid: Customer expertise and customer satisfaction on knowledge payment platforms

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121 cited
  • 2015Process Mining Methodology for Health Process Tracking Using Real-Time Indoor Location Systems116 cited
  • 2019Analysis of hotel services by their symmetric and asymmetric effects on overall customer satisfaction: A comparison of market segments109 cited
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