Information technology-enabled global customer service
Title:
Information technology-enabled global customer service
Author:
Reponen, Tapio.
ISBN:
9781591400875
Publication Information:
Hershey, Pa. : IGI Global (701 E. Chocolate Avenue, Hershey, Pennsylvania, 17033, USA), c2003.
Physical Description:
electronic texts (ii, 288 p. : ill.) : digital files.
Contents:
1. Electronic customer relationship management (eCRM) in a business-to-business marketing setting / Harriette Bettis-Outland and Wesley J. Johnston -- 2. Sales orientation versus marketing orientation in providing technical service / Lexis F. Higgins -- 3. Customer service in electronic commerce applications / Joachim Griese -- 4. Customer relationship management in service mediary-driven mobile services / Timo Saarinen, Jukka Kallio, Markku Tinnila, Jarkko Vesa -- 5. Challenges and opportunities with IT-enabled and assisted customerships / Jussi Puhakainen -- 6. Web breeds services apart-but how to get them right? / Katariina Kemppainen, Ari P.J. Vepsalainen -- 7. A service marketing approach to high technology innovations management / Malin Brannback, Alan Carsrud -- 8. Towards collaborative customer-supplier relationships in global building product businesses / Pekka Huovine, David L. Hawk -- 9. Growth the KONE way / Matti Perttula -- 10. Combining local and global expertise in technical services / Juha Parnisto, Hannu Salmela -- 11. The concept of industrial IT in customer service / Kauno Mattila -- 12. Integration of business systems and applications in merger and alliance / Jorma Hurskainen -- 13. Key customer management and e-commerce as part of business development / Panu Routila -- 14. Nokia Mobile Phones' development of business logistics and customer support / Markku Rajaniemi -- 15. IT-enabled global customer service / Hannu Salmela, Miikka Jahnukainen -- 16. Information and competition / F. Warren McFarlan.
Abstract:
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. This title combines theoretical consideration and practical experiences in implementing new customer service models.
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Electronic Access:
Chapter PDFs via platform: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/978-1-59140-048-6