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Customer Service in Electronic Commerce Applications
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Author(s): Joachim Griese (Institute for Information Systems, University of Berne, Switzerland)
Copyright: 2003
Pages: 16
Source title:
Information Technology Enabled Global Customer Service
Source Author(s)/Editor(s): Tapio Reponen (Turku School of Economics and Business Administration, Finland)
DOI: 10.4018/978-1-59140-048-6.ch003
Purchase
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Abstract
Methods and techniques used to support customer service in the information, negotiation and delivery phase of the purchasing transaction will first be described; specifically these are customization of offerings, enhanced partnership, creation of communities and extending customer service into the after-sales phase. Best-in-class examples from different industries illustrate these methods and techniques.
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