Information Technology Enabled Global Customer Service

Information Technology Enabled Global Customer Service

Tapio Reponen (Turku School of Economics and Business Administration, Finland)
Release Date: July, 2002|Copyright: © 2003 |Pages: 298|DOI: 10.4018/978-1-59140-048-6
ISBN13: 9781591400486|ISBN10: 1591400481|EISBN13: 9781591400875
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Description

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.

Reviews and Testimonials

The author reveals the new face of IT-enabled competitiveness in the early 21st century. Information technology had provided important competitive advantage, such as distribution channels. This technology not only changes the way we live, but also provide a more efficient way to do business. The competitive impact of these technologies is global. Especially, the Internet has offered globalizing operational efficiencies and service reach coordination to occur as never before. One important element in considering the context of this book is to explore changes that occur over time. Organizations and environments are not static but dynamic and the influence of this dynamic context, in particular on the use and evaluation of an implemented global customer service system, is important. To cope up with these growing and complex requirements, enterprises of tomorrow need new types of specialized tools and advanced services and new advanced approaches to support their business activities. The technologies can be leveraged to create intelligent enterprises" which will not only provide better-focused and customized services to customers, but also, create business efficiency for building relationships with suppliers and other business partners on long term basis. As organizations of the 21st century explore new markets, new services and new products in response to forces such as advances in information and communication technologies, business strategies such as mass customization, globalization and shorter production cycles; need to offer high demand of services and have to increase revenue and productivity through reduced expenditures and a better level of service with fewer resources.

– Dr. Mahesh S. Raisinghani, is a Program Director of eBusiness and a faculty member at the Graduate School of Management, University of Dallas

Table of Contents and List of Contributors

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Author(s)/Editor(s) Biography

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.