Chapter 6

Discovering Service Failure and Recovery

This chapter provides a method to discover the casual effect among service failure, service recovery, and trust. The method used to analyze casual effect is system dynamics. This chapter covers the method (technology), scope (service recovery management), and domain (electronic service) as given in Figure 1.3. In this chapter, service mining is used to assist enterprises to reexamine the factors that affect service failure and how to recover efficiently.

In modern societies, the speed and convenience of Internet contribute greatly to the development and growth of e-commerce. A competitive e-commerce environment with low switching costs would result in a high customer churn rate on the Internet. ...

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