The vast majority of interactions between customers and service providers are experiences that extend over time. Service systems that deliver excellent customer experience achieve greater customer satisfaction and therefore customer loyalty, and eventually raise revenue. The temporal aspects of service delivery have not yet been analyzed as carefully as its...
Regtech, a reference to the application of new technologies to bank regulation, mandates a conversation about reducing the burden of bank regulation by letting computers take over some of the handling of regulatory text. Bank regulations and the related manuals, guidance, or other supplements are mostly unstructured. Software tools and...
The dissertation consists of three separate essays that lie at the interface of social network analytics and Customer Relationship Management (CRM). Essay 1 and Essay 2 cover completed research, while the research covered in Essay 3 is at a more preliminary stage.', 'Essay 1: Starting Cold: The Power of Social...