The transition to customer service: the IT department challenge

Abstract

Elucidates the various factors in the process through which an IT department transforms its orientation into one of business service. Identifies the six transitional stages that the department will go through, together with seven independent factors critical to the transition to service excellence.

Citation

Melville, G. (1995), "The transition to customer service: the IT department challenge", Managing Service Quality: An International Journal, Vol. 5 No. 3, pp. 5-9. https://doi.org/10.1108/09604529510796377