Carnegie Mellon Heinz College

Biography

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Education

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Working Papers

• Does Web-based self service reduce telephone calls to call center: an Empirical Analysis
• Product Customization and Customer Service Cost: An Empirical Analysis

H. John Heinz III College
Carnegie Mellon University
5000 Forbes Avenue
Pittsburgh, PA 15213-3890

© 2009 Heinz College

• School of Information Systems & Management
• Information Security Policy and Management
• Information Systems Management
• Information Technology
• CIO Institute
• Doctoral Program

• School of Public Policy & management
• Public Policy and Management
• Public Management
• Arts Management
• Entertainment Industry Management
• Health Care Policy and Management
• Biotechnology and Management
• Medical Management
• Certificate Programs
• Doctoral Program