Examines ways in which the information technology (IT) function can be more responsive to its customers. Puts forward a seven‐step plan, with the emphasis on action. The goal is to use IT to improve the two key factors – service as perceived by the customer and cost effectiveness.
Jackson, D. and Humble, J. (1994), "Service Excellence – The Role of Information Technology", Managing Service Quality: An International Journal, Vol. 4 No. 4, pp. 36-40. https://doi.org/10.1108/09604529410085827Download as .RIS
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