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The Service in Technology Supported Environment
Member rating: No Rating | Words: | Submitted: Fri Jan 28 2005
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The Service in Technology Supported Environment Introduction The appearance of new Information Technology (IT) has created an environment of abundant consumer choice, in this environment organizations seek to improve the customer service to increase customer loyalty. Thus, it is necessary for organizations to understand their customers' current behaviour, preferences, and future needs. Many organizations believe that in this environment one of the fundamental means for creating competitive advantage is to deploy information technology that supports and fosters one-to-one relationships with customers (Shoemaker, M. E., 2001). Internet and electronic commerce technologies help companies to build a strong asset in customer orientation, which brings benefits for customers in the form of improved service, convenience and choice (Timmers, P. 2000). Today, the importance of customer service has been recognised by more companies. How to utilise the new IT to improve the quality of service has become a new popular topic in academic field. The objective of...
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