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Information Technology-Enabled Global Customer Serviceby Tapio Reponen
Synopses & Reviews
Recently there has been increased demand for combining locally customized services to the economies of the scale of worldwide operations. 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.
Book News Annotation:
As the organizational trend from multinational to global business operations continues, there is a concurrent demand for managing information-enabled technology innovations such as e-commerce to drive change in customer service-oriented strategies. Dr. Reponen (Turku School of Economics and Business Administration, Finland) introduces a business perspective on IT systems in the present "society of networks." The other 16 contributed chapters provide recent theoretical and practice-oriented views on the challenges and opportunities afforded by the changing nature of customer relations including: models and case studies of how companies (e.g. Fujitsu, Invia, Nokia) have transformed their service structures, insights from the IT and biotech fields, and a collaborative approach to the classic prisoner's dilemma game.
Annotation c. Book News, Inc., Portland, OR (booknews.com)
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