A critical review of e-service in Northern Ireland Electricity

Joan Henderson; Eddie Mcgoldrick; Rodney Mcadam

doi:10.1108/09604520310506522

A critical review of e-service in Northern Ireland Electricity

Joan Henderson, Eddie Mcgoldrick, Rodney Mcadam

Ulster University Business School

Research output: Contribution to journal › Article › peer-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 language	English
Pages (from-to)	463-470
Number of pages	8
Journal	Managing Service Quality: An International Journal
Volume	13
Issue number	6
DOIs	https://doi.org/10.1108/09604520310506522
Publication status	Published (in print/issue) - 1 Dec 2003

Bibliographical note

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

Keywords

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

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10.1108/09604520310506522

Cite this

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A critical review of e-service in Northern Ireland Electricity

Abstract

Bibliographical note

Keywords

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