Expert systems and the implementation of quality customer service

Matt Eppinette (Louisiana Tech University, Ruston, Louisianna, USA)
R. Anthony Inman (Louisiana Tech University, Ruston, Louisianna, USA)
Roger Alan Pick (University of Missouri‐Kansas City, Kansas City, Missouri, USA)

Industrial Management & Data Systems

ISSN: 0263-5577

Publication date: 1 March 1997

Abstract

Argues that expert systems are a useful tool in implementing quality customer service. Examines seven steps of customer service and illustrates how expert systems can support each step. Draws on the literature in the field to cite commercial installations of expert systems to support quality customer service.

Keywords

Citation

Matt Eppinette, R. Anthony Inman and Roger Alan Pick (1997) "Expert systems and the implementation of quality customer service", Industrial Management & Data Systems, Vol. 97 No. 2, pp. 63-68

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DOI

: https://doi.org/10.1108/02635579710161377

Publisher

:

MCB UP Ltd

Copyright © 1997, MCB UP Limited

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