Data-Driven Analytical Tools for Characterization of Productivity and Service Quality Issues in IT Service Factories
- Victor F. Cavalcante
- Claudio S. Pinhanez
- et al.
- 2013
- Journal of Service Research
Publications
82 results for Claudio Pinhanez
Using social analytics for studying work-networks: A novel, initial approach
- Rogério A. de Paula
- Ana Paula Appel
- et al.
- 2012
- SBSC 2012
Scheduling with preemption for Incident Management: When interrupting tasks is not such a bad idea
- Marcos D. Assuncao
- Victor F. Cavalcante
- et al.
- 2012
- WSC 2012
Designing an enterprise social tool for cross-boundary communication, coordination, and information sharing
- Cleidson R.B. De Souza
- Claudio S. Pinhanez
- et al.
- 2012
- SIGDOC 2012
Information needs of system administrators in information technology service factories
- Cleidson R.B. De Souza
- Claudio S. Pinhanez
- et al.
- 2011
- CHIMIT 2011
Human aspects of internet services: Considering the needs of users and providers
- 2011
- Journal of Internet Services and Applications
Multimedia chat for helpdesks: A requirements study, a practical SOA architecture, and an interface prototype
- Zon-Yin Shae
- Tony Bergstrom
- et al.
- 2009
- ISORC 2009
A Service Science Perspective on Human-Computer Interface Issues of Online Service Applications
- 2009
- International Journal of Information Systems in the Service Sector (IJISSS)
Multimedia chat for helpdesks: A practical SOA architecture
- Zon-Yin Shae
- Tony Bergstrom
- et al.
- 2008
- SERVICES 2008
Service systems as customer-intensive systems and its implications for service science and engineering
- 2008
- HICSS 2008