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)


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
Issue number6
Publication statusPublished (in print/issue) - 1 Dec 2003

Bibliographical note

Copyright 2016 Elsevier B.V., All rights reserved.


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


Dive into the research topics of 'A critical review of e-service in Northern Ireland Electricity'. Together they form a unique fingerprint.

Cite this