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Information Technology Enabled Customer Service [Hardcover]

Tapio Reponen (Editor)

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Book Description

Publication Date: November 4, 2002

For more than ten years there has been an obvious trend of globalization of leading companies, as they have moved from multinational to global operations. Recently there has also been increased demand for combining locally-customized services to the economies of the scale of worldwide operations. One of the management challenges is to cope with this new customer need. In this environment, competitiveness calls for integrating the potential of information technology to well functioning global logistics. Information Technology Enabled Global Customer Service combines theoretical consideration and practical experiences in implementing new customer service models.

#outer_postBodyPS { display: none; } #psGradient { display: none; } #psPlaceHolder { display: none; } #psExpand { display: none; } For more than ten years there has been an obvious trend of globalization of leading companies, as they have moved from multinational to global operations. Recently there has also been increased demand for combining locally-customized services to the economies of the scale of worldwide operations. One of the management challenges is to cope with this new customer need. In this environment, competitiveness calls for integrating the potential of information technology to well functioning global logistics. Information Technology Enabled Global Customer Service combines theoretical consideration and practical experiences in implementing new customer service models.

Editorial Reviews

About the Author

Tapio Reponen is a professor of Information Systems at Turku School of Economics and Business Administration, Finland. Currently he is the Rector of the School. He has earned his B.Sc. degree in 1970, M.Sc. degree in 1973 and D.Sc. (Econ.) in 1977 from Turku School of Economics. He has been publishing in Scandinavian Journal of Management, The Journal of Strategic Information Systems, International Journal of Information Systems, Information Resources Management Journal, Higher Education Policy, European Journal of Operations Research, in edited books and in conference proceedings. He has been an Associate Editor in Management Information Systems Quarterly and in the editorial board of Journal of Strategic Information Systems, Journal of Information Technology Management, Business Change and Re-engineering, and Information & Management.

Product Details

Hardcover: 298 pages
Publisher: Idea Group Pub (November 4, 2002)
Language: English
ISBN-10: 1591400481
ISBN-13: 978-1591400486
Product Dimensions: 10.2 x 7.1 x 0.9 inches
Shipping Weight: 1.5 pounds (View shipping rates and policies)
Amazon Best Sellers Rank: #2,585,503 in Books (See Top 100 in Books)

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Inside This Book (learn more)

First Sentence:
This chapter focuses on the concept of Electronic Customer Relationship Management (eCRM) in the context of a business-to-business marketing environment. Read the first page

Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
ofcustomer service, customerrelationship management, conventional sales channel, centralized service center, ofthese services, ofthe customer, customer service features, global customer service, providing technical service, customer service models, ofthe service, ofthe firm, differentiated network, supply chain members, ofthe system, relationship marketing

Key Phrases - Capitalized Phrases (CAPs): (learn more)
Metso Automation, New York, Merrill Lynch, Fujitsu Invia, Lotus Notes, Key Customer Management, Field Systems, Idea Group Inc, Harvard Business Review, Outokumpu Copper, Charles Schwab, Valmet Automation, Neles Controls, Metso Corporation, Systems Group, John Wiley, Outokumpu Group, Owner Agent, Harvard Business School Press, Southwest Airlines, Helsinki School, Hong Kong, Metso Endress, Electronic Customer Relationship Management, Harvard Business School Publishing

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Citations (learn more)

This book cites 75 books:

Services Marketing by Valarie Zeithaml on 4 pages
Customer Service on the Internet: Building Relationships, Increasing Loyalty, and Staying Competitive, 2nd Edition by Jim Sterne on page 58, page 94, and page 133
Financial Services (Aspects of Britain) by Central Office of Information on page 48, and page 115
Marketing Management: Strategies and Programs by Joseph P Guiltinan on page 11, and page 184
Leading the Revolution by Gary Hamel on page 77, and page 132

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