Last updated: November 2016
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Published 2006. Written by Dr Paul Frost, Chris Dutton and Harvey Ells, University of Brighton.
It is widely recognised that the development and application of technology has rapidly increased over the past two decades and that its use as part of service delivery has also expanded at a fast pace. Customers are both directly and indirectly affected by service technologies as organisations seek to improve the products and services they offer.
The report examines the challenge of using technology to enhance customer service as part of an organisation's overall strategy and offers a number of suggestions for 'getting it right'.