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Nowadays, there are a large number of online services in the open network environment. Due to the difference of subjective wills of users, such as consumption psychology and interests, their service preferences and evaluation standards differ. Since services are evaluated by users of inconsistent evaluation criteria, the scores would be possibly different even if the services same and that further...
In this paper, we aim to provide a methodology for designing IT-enabled service systems and specifically focus on front-end customer services. When the focus is on front-end customer services, the interactions among agents involved in the service system become predominant. A good service design should fit the needs of customers as well as bring values to service providers. However, agents usually...
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