Dell's SupportAssist customer adoption model: enhancing the next generation of data-intensive support services

dc.contributor.authorGhaffarzadegan, Naviden
dc.contributor.authorRad, Armin A.en
dc.contributor.authorXu, Ranen
dc.contributor.authorMiddlebrooks, Sam E.en
dc.contributor.authorMostafavi, Sarahen
dc.contributor.authorShepherd, Michaelen
dc.contributor.authorChambers, Landonen
dc.contributor.authorBoyum, Todden
dc.contributor.departmentIndustrial and Systems Engineeringen
dc.date.accessioned2019-10-04T14:40:50Zen
dc.date.available2019-10-04T14:40:50Zen
dc.date.issued2017-12en
dc.description.abstractWe developed a decision support system to model, analyze, and improve market adoption of Dell's SupportAssist program. SupportAssist is a proactive and preventive support service capability that can monitor system operations data from all connected Dell devices around the world and predict impending failures in those devices. Performance of such data-intensive services is highly interconnected with market adoption: service performance depends on the richness of the customer database, which is influenced by customer adoption that in turn depends on customer satisfaction and service performancea reinforcing feedback loop. We developed the SupportAssist adoption model (SAAM). SAAM utilizes various data sources and modeling techniques, particularly system dynamics, to analyze market response under different strategies. Dell anticipates improving market adoption of SupportAssist and revenue from support services, as results of using this analytical tool. Copyright (c) 2018 The Authors System Dynamics Review published by John Wiley & Sons Ltd on behalf of System Dynamics Societyen
dc.description.notesWe thank Drs. Kimberly Ellis and Patrick Koelling of Virginia Tech for their support during this project. The project was supported by a grant from Dell, Inc.; funding recipient: Navid Ghaffarzadegan. CELDi agreement.en
dc.description.sponsorshipDell, Inc.; CELDien
dc.format.mimetypeapplication/pdfen
dc.identifier.doihttps://doi.org/10.1002/sdr.1587en
dc.identifier.eissn1099-1727en
dc.identifier.issn0883-7066en
dc.identifier.issue3-4en
dc.identifier.urihttp://hdl.handle.net/10919/94349en
dc.identifier.volume33en
dc.language.isoenen
dc.rightsCreative Commons Attribution-NonCommercial-NoDerivatives 4.0 Internationalen
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/en
dc.titleDell's SupportAssist customer adoption model: enhancing the next generation of data-intensive support servicesen
dc.title.serialSystem Dynamics Reviewen
dc.typeArticle - Refereeden
dc.type.dcmitypeTexten
dc.type.dcmitypeStillImageen

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