Service Excellence – The Role of Information Technology
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 August 1994
Abstract
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.
Keywords
Citation
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/10.1108/09604529410085827
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited