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Information Technology-Enabled Global Customer Service [Hardcover]

Tapio Reponen


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Book Description

July 1 2002
For more than ten years there has been an obvious trend of globalization of leading companies, as they have moved from multinational to global operations. Recently there has also been increased demand for combining locally-customized services to the economies of the scale of worldwide operations. One of the management challenges is to cope with this new customer need. In this environment, competitiveness calls for integrating the potential of information technology to well functioning global logistics. Information Technology Enabled Global Customer Service combines theoretical consideration and practical experiences in implementing new customer service models.

Product Details

  • Hardcover: 298 pages
  • Publisher: IGI Global (July 1 2002)
  • Language: English
  • ISBN-10: 1591400481
  • ISBN-13: 978-1591400486
  • Product Dimensions: 2.3 x 17.7 x 25.6 cm
  • Shipping Weight: 676 g

Product Description

About the Author

Tapio Reponen is a professor of Information Systems at Turku School of Economics and Business Administration, Finland. Currently he is the Rector of the School. He has earned his B.Sc. degree in 1970, M.Sc. degree in 1973 and D.Sc. (Econ.) in 1977 from Turku School of Economics. He has been publishing in Scandinavian Journal of Management, The Journal of Strategic Information Systems, International Journal of Information Systems, Information Resources Management Journal, Higher Education Policy, European Journal of Operations Research, in edited books and in conference proceedings. He has been an Associate Editor in Management Information Systems Quarterly and in the editorial board of Journal of Strategic Information Systems, Journal of Information Technology Management, Business Change and Re-engineering, and Information & Management.

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First Sentence
This chapter focuses on the concept of Electronic Customer Relationship Management (eCRM) in the context of a business-to-business marketing environment. Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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