The University of Dublin | Trinity College -- Ollscoil Átha Cliath | Coláiste na Tríonóide
Trinity's Access to Research Archive
Home :: Log In :: Submit :: Alerts ::

School of Business >
Business Studies >
Business Studies (Scholarly Publications) >

Please use this identifier to cite or link to this item:

Title: Managing customer-centric information
Other Titles: Service Science and Logistics Informatics: Innovative Perspectives
Author's Homepage:
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
Related links:
ISSN: 9781615206032
Appears in Collections:Business Studies (Scholarly Publications)

Files in This Item:

File Description SizeFormat
Fellenz and Brady Customer Centric Information Management Chapter.docCustomer centric and Information Chapter 225.5 kBMicrosoft WordView/Open

This item is protected by original copyright

Please note: There is a known bug in some browsers that causes an error when a user tries to view large pdf file within the browser window. If you receive the message "The file is damaged and could not be repaired", please try one of the solutions linked below based on the browser you are using.

Items in TARA are protected by copyright, with all rights reserved, unless otherwise indicated.


Valid XHTML 1.0! DSpace Software Copyright © 2002-2010  Duraspace - Feedback