A critical review of e-service in Northern Ireland Electricity

Joan Henderson, Eddie Mcgoldrick, Rodney Mcadam

Research output: Contribution to journalArticlepeer-review

3 Citations (Scopus)

Abstract

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.

Original languageEnglish
Pages (from-to)463-470
Number of pages8
JournalManaging Service Quality: An International Journal
Volume13
Issue number6
DOIs
Publication statusPublished - 1 Dec 2003

Keywords

  • Buyer-seller relationships
  • Customer service management
  • Northern Ireland
  • Technology led strategy

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