TY  - JOUR
AB  - Many leading firms across Europe are harnessing information technology to cultivate customer service as a valuable asset to achieve strategic superiority. The key findings of this IT/customer service adoption study emphasize three main points. First information technology acts as an enabling tool in achieving customer service advantages in three ways: clerical effectiveness/automation; operational efficiency; and/or information generation and strategic effectiveness or transformation. Second, customer service is being nurtured as a valuable asset in differentiating products in one or more of four forms: distribution, transaction, relationship and/or strategic. Third, there is a direct positive correlation between the exploitation of IT in customer service and the degree of information orientation. The conclusion presents a model of this adoption process of IT in customer service. These findings reflect “leading” business practice in the use of IT in customer service.
VL  - 30
IS  - 6
SN  - 0309-0566
DO  - 10.1108/03090569610121674
UR  - https://doi.org/10.1108/03090569610121674
AU  - Domegan Christine T.
PY  - 1996
Y1  - 1996/01/01
TI  - The adoption of information technology in customer service
T2  - European Journal of Marketing
PB  - MCB UP Ltd
SP  - 52
EP  - 69
Y2  - 2024/09/21
ER  -