Methods of Investigating Critical Incidents
提出一种基于过程的方法，将时间因素纳入客户关系分析，通过研究服务转换事件来理解关键性和背景，帮助服务提供商优先处理影响因素。
The methods used for analyzing customer relationships have traditionally focused exclusively on service encounters. Recently, researchers have presented these service encounters as a flow or process, although without taking time into account. Both of these perspectives on customer relationships have provided the means for developing a process-based method that does take time into account. This makes it possible to analyze and describe a customer relationship in which effects and consequences can be represented and the influenced and influencing factors prioritized. Given that the domain for analyzing the customer relationship is a switch from one service provider to another, the consequence is clear. The switch is identical to the consequence. The consequence, again, defines the criticality. Criticality and context are key concepts in the search for a deeper understanding of customer relationships, and efforts are made to include them in the development of the methods put forward in this article.