Managing online customer service operations

Barnes, David and Hinton, Matthew (2006). Managing online customer service operations. In: Knosrow-Pour, Mehdi ed. Utilizing and Managing Commerce and Services Online. Hershey, PA, USA: Idea Group Inc, pp. 1–19.

URL: http://www.igi-global.com/chapter/managing-online-...

Abstract

This chapter investigates the implications of moving customer service operations online. Many organizations beleive that e-business can provide opportunities to improve customer service operations by enabling them to get closer to the customer and enhance the customer cntact experience. However, use of the internet fundamentally changes a customer's interaction with an organization. The online customer service encounter within the business processes of ordering and delivering was investigated in eight companies. It was concluded that an enhanced experience was only likely if the emotional aspects of customer service are considered alongside the functional.

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About

• Item ORO ID
• 31304
• Item Type
• Book Section
• ISBN
• 1-59140-932-2, 978-1-59140-932-8
• Academic Unit or School
• Faculty of Business and Law (FBL) > Business > Department for Public Leadership and Social Enterprise
  Faculty of Business and Law (FBL) > Business
  Faculty of Business and Law (FBL)
• Copyright Holders
• © 2007 Idea Group Inc
• Related URLs
• • http://www.igi-global.com/book/utilizing...(Other)
• Depositing User
• Matthew Hinton