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Please use this identifier to cite or link to this item: http://hdl.handle.net/2262/34389

Title: Managing customer-centric information
Other Titles: Service Science and Logistics Informatics: Innovative Perspectives
Author: FELLENZ, MARTIN
BRADY, MAIREAD
Author's Homepage: http://people.tcd.ie/mfellenz
http://people.tcd.ie/bradyma
Keywords: Customer centric
Information management
Issue Date: 2010
Publisher: IGI Global
Citation: Managing customer-centric information, ZongWei Luo (ed.), Service Science and Logistics Informatics: Innovative Perspectives, Hershey, PA, IGI Global, 2010, 46 - 64, Fellenz, M.R., & Brady, M.
Abstract: Despite many years of business-orientated information and communication technology (ICT) deployment, contemporary organisations continue to struggle with customer-centric implementation of new technologies that are profitable and contribute to sustainable service business success. This chapter reviews the difficulties inherent in using ICTs to manage customer-related information, and identifies the particular challenges for customer-centric deployment of ICTs. It provides a model of different levels of customer centric information use in organizations which helps understand how companies can become more customer centric in their information use. It reviews implications for future research in this emerging area and concludes that the challenges of ICT deployment and use must be addressed with an uncompromising focus on customer value as the central principle of both ICT design and deployment, and of information management in service organizations.
Description: PUBLISHED
Hershey, PA
URI: http://hdl.handle.net/2262/34389
Related links: http://new.igi-global.com/bookstore/Chapter.aspx?TitleId=42635
ISSN: 9781615206032
Appears in Collections:Business Studies (Scholarly Publications)

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