Data analysis and interpretation
This chapter is concerned with the analysis and the interpretation of the data collected. In that context, the distinct data collection methods described earlier serve different purposes: whereas the quantitative data of the survey is explicitly used to test the hypotheses, the data generated through content analysis and expert interviews supplies information to answer the research questions from a broader perspective and interpret the data in a more integrated and comprehensive manner.
KeywordsCustomer Satisfaction Service Process Service Blueprint Customer Knowledge Information Technology Infrastructure Library
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