Abstract
More and more organizations are seeking innovative ways to use information technology (IT) for strategic advantage. One way to gain this competitive edge is by differentiating the services provided to customers. This paper provides a framework to identify areas ripe for the implementation of IT to enhance and improve customer service. The framework is based upon the examination of the existing service delivery system of an organization and how applications of IT might change the interfaces among the various players (customers, employees, etc.) in the service delivery system. Further, examples are presented to illustrate how some organizations have achieved superior service quality by creatively utilizing simple IT tools.
| Original language | English |
|---|---|
| Pages (from-to) | 24-31 |
| Number of pages | 8 |
| Journal | Behaviour and Information Technology |
| Volume | 11 |
| Issue number | 1 |
| DOIs | |
| State | Published - 1992 |
| Externally published | Yes |
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All Science Journal Classification (ASJC) codes
- Social Sciences(all)
- Human-Computer Interaction
- Developmental and Educational Psychology
- Arts and Humanities (miscellaneous)
Cite this
A framework to identify applications of information technology to improve service quality. / Nath, Ravinder.
In: Behaviour and Information Technology, Vol. 11, No. 1, 1992, p. 24-31.Research output: Contribution to journal › Article
}
TY - JOUR
T1 - A framework to identify applications of information technology to improve service quality
AU - Nath, Ravinder
PY - 1992
Y1 - 1992
N2 - More and more organizations are seeking innovative ways to use information technology (IT) for strategic advantage. One way to gain this competitive edge is by differentiating the services provided to customers. This paper provides a framework to identify areas ripe for the implementation of IT to enhance and improve customer service. The framework is based upon the examination of the existing service delivery system of an organization and how applications of IT might change the interfaces among the various players (customers, employees, etc.) in the service delivery system. Further, examples are presented to illustrate how some organizations have achieved superior service quality by creatively utilizing simple IT tools.
AB - More and more organizations are seeking innovative ways to use information technology (IT) for strategic advantage. One way to gain this competitive edge is by differentiating the services provided to customers. This paper provides a framework to identify areas ripe for the implementation of IT to enhance and improve customer service. The framework is based upon the examination of the existing service delivery system of an organization and how applications of IT might change the interfaces among the various players (customers, employees, etc.) in the service delivery system. Further, examples are presented to illustrate how some organizations have achieved superior service quality by creatively utilizing simple IT tools.
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U2 - 10.1080/01449299208924316
DO - 10.1080/01449299208924316
M3 - Article
VL - 11
SP - 24
EP - 31
JO - Behaviour and Information Technology
JF - Behaviour and Information Technology
SN - 0144-929X
IS - 1
ER -