On leveraging e-services for effective relationship management: exploring the necessary technological components
MetadataShow full item record
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.
Showing items related by title, author, creator and subject.
Kelaart-Courtney, Gregory Phillip (2010)This study will create a model to determine the level of adoption of eServices (consisting of eCommerce and eBanking) within Dubai, an Emirate within the United Arab Emirates (UAE), and how this adoption has been influenced ...
Chang, Elizabeth; Hussain, Farookh; Dillon, Tharam S. (2005)The growing development in web-based trust and reputation systems in the 21st century will have powerful social and economic impact on all business entities, and will make transparent quality assessment and customer ...
Trust and reputation for service-oriented environments: Technologies for building business intelligence and consumer confidenceChang, Elizabeth; Dillon, Tharam S.; Hussain, Farookh (2006)Trust has played a central role in human relationships and hence has been the subject of study in many fields including business, law, social science, philosophy and psychology. It has played a pivotal role in forming ...