IRMA-International.org: Creator of Knowledge
Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

Strategy Aligned Process Selection for Mobile Customer Services

Strategy Aligned Process Selection for Mobile Customer Services
View Sample PDF
Author(s): Ragnar Schierholz (University of St. Gallen, Switzerland), Lutz M. Kolbe (University of St. Gallen, Switzerland) and Walter Brenner (University of St. Gallen, Switzerland)
Copyright: 2009
Pages: 23
Source title: Mobile Computing: Concepts, Methodologies, Tools, and Applications
Source Author(s)/Editor(s): David Taniar (Monash University, Australia)
DOI: 10.4018/978-1-60566-054-7.ch181

Purchase

View Strategy Aligned Process Selection for Mobile Customer Services on the publisher's website for pricing and purchasing information.

Abstract

In this chapter we analyze how companies define their customer value proposition and how the selection of successful mobile customer services is done in alignment with this strategic positioning. We derive a set of five different strategic goals (price leadership, product quality leadership, customer intimacy leadership, accessibility leadership, innovation leadership) and apply this classification to case studies we analyzed. We show interdependencies between the strategic premises and the processes selected for being supported by mobile technology, resulting in typical properties which qualify processes for mobilization. These are used to derive guidelines for strategy aligned process selection when implementing mobile customer services.

Related Content

. © 2021. 35 pages.
. © 2021. 24 pages.
. © 2021. 35 pages.
. © 2021. 30 pages.
. © 2021. 34 pages.
. © 2021. 21 pages.
. © 2021. 31 pages.
Body Bottom