TY - JOUR
T1 - A critical review of e-service in Northern Ireland Electricity
AU - Henderson, Joan
AU - Mcgoldrick, Eddie
AU - Mcadam, Rodney
N1 - Copyright:
Copyright 2016 Elsevier B.V., All rights reserved.
PY - 2003/12/1
Y1 - 2003/12/1
N2 - This paper presents a critical review of e-service in Northern Ireland Electricity, highlighting the challenges faced by a large electrical utility, in integrating IT with customer service aspirations, such as customer education, attracting new customers, and building and developing more meaningful customer relationships. It presents the organisation's proposals for overcoming these challenges, deducing a set of guidelines, which allow the e-service strategy to be effectively operationalised, and when implemented will provide mutual benefits for both the customer and the organisation.
AB - This paper presents a critical review of e-service in Northern Ireland Electricity, highlighting the challenges faced by a large electrical utility, in integrating IT with customer service aspirations, such as customer education, attracting new customers, and building and developing more meaningful customer relationships. It presents the organisation's proposals for overcoming these challenges, deducing a set of guidelines, which allow the e-service strategy to be effectively operationalised, and when implemented will provide mutual benefits for both the customer and the organisation.
KW - Buyer-seller relationships
KW - Customer service management
KW - Northern Ireland
KW - Technology led strategy
UR - http://www.scopus.com/inward/record.url?scp=84986135943&partnerID=8YFLogxK
U2 - 10.1108/09604520310506522
DO - 10.1108/09604520310506522
M3 - Article
AN - SCOPUS:84986135943
VL - 13
SP - 463
EP - 470
JO - Managing Service Quality: An International Journal
JF - Managing Service Quality: An International Journal
SN - 0960-4529
IS - 6
ER -