5Reichard B,Barry L,Steve S.Cracking the value code:Creating the value code[M].New York:Harper Collins Publishers Inc.,2000. 被引量:1
6Bushey,Robert,Kurt Joseph,et al.Method for identifying and prioritizing customer care automation[Z].2004. 被引量:1
7Wolfinger,Chase,Rene Sotola.Automatic work progress tracking and optimizing engine for a telecommunications customer care and billing system[Z].2002. 被引量:1
8Cogger,Timothy John,et al.Integrated interface for Web based customer care and trouble management[Z].2000. 被引量:1