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    On leveraging e-services for effective relationship management: exploring the necessary technological components

    Access Status
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    Authors
    Galbreath, Jeremy
    Hoffman, D.
    Date
    2007
    Type
    Journal Article
    
    Metadata
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    Citation
    Galbreath, Jeremy and Hoffman, K. Douglas. 2007. On leveraging e-services for effective relationship management: exploring the necessary technological components. International Journal of Electronic Customer Relationship Management. 1 (2): pp. 155-168.
    Source Title
    International Journal of Electronic Customer Relationship Management
    DOI
    10.1504/IJECRM.2007.016018
    ISSN
    17500664
    School
    Graduate School of Business
    URI
    http://hdl.handle.net/20.500.11937/46696
    Collection
    • Curtin Research Publications
    Abstract

    This paper is the collaborative effort between a former IT practitioner and a services marketing academician. Its primary purpose is to provide an overview of the e-service technologies that enable effective Relationship Management (RM). To do so, a framework is introduced that consists of ‘front’ and ‘back’ office technologies. By exploring a front and back office context, this paper simplifies the technological complexity of e-services and offers insight into how firms can more effectively manage their relationship assets.

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