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Volume 97, Issue 2
1 March 1997
Industrial Management & Data Systems Cover Image for Volume 97, Issue 2
Research Article| March 01 1997

Expert systems and the implementation of quality customer service Available to Purchase

Matt Eppinette;
Matt Eppinette
Louisiana Tech University, Ruston, Louisianna, USA
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R. Anthony Inman;
R. Anthony Inman
Louisiana Tech University, Ruston, Louisianna, USA
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Roger Alan Pick
Roger Alan Pick
University of Missouri‐Kansas City, Kansas City, Missouri, USA
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-5783
Print ISSN: 0263-5577
© MCB UP Limited
1997
Industrial Management & Data Systems (1997) 97 (2): 63–68.
https://doi.org/10.1108/02635579710161377

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:
Customer service, Expert systems, Quality, Service industries
© MCB UP Limited
1997
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Suggested Reading

SERVICE QUALITY: DEFINITIONS, DETERMINANTS AND MEASUREMENT
Training for Quality (December,1993)
Expert Systems in Service Operations
Industrial Management & Data Systems (August,1992)
Service Logistics: An Introduction
International Journal of Physical Distribution & Logistics Management (July,1991)
Customer care versus customer count
Managing Service Quality: An International Journal (October,1998)
Coming to Grips with Service Intangibles Using Quality Management Techniques
Marketing Intelligence & Planning (June,1990)

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