A critical review of e‐service in Northern Ireland Electricity
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 December 2003
Abstract
This paper presents a critical review of e‐service in Northern Ireland Electricity, highlighting the challenges faced by a large electrical utility, in integrating IT with customer service aspirations, such as customer education, attracting new customers, and building and developing more meaningful customer relationships. It presents the organisation's proposals for overcoming these challenges, deducing a set of guidelines, which allow the e‐service strategy to be effectively operationalised, and when implemented will provide mutual benefits for both the customer and the organisation.
Keywords
Citation
Henderson, J., McGoldrick, E. and McAdam, R. (2003), "A critical review of e‐service in Northern Ireland Electricity", Managing Service Quality: An International Journal, Vol. 13 No. 6, pp. 463-470. https://doi.org/10.1108/09604520310506522
Publisher
:MCB UP Ltd
Copyright © 2003, MCB UP Limited