The IRMA Community
Newsletters
Research IRM
Click a keyword to search titles using our InfoSci-OnDemand powered search:
|
Strategy Aligned Process Selection for Mobile Customer Services
|
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
|
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
Tapan Kumar Behera.
© 2023.
20 pages.
|
B. Narendra Kumar Rao.
© 2023.
17 pages.
|
Blendi Rrustemi, Deti Baholli, Herolind Balaj.
© 2023.
18 pages.
|
Alma Beluli.
© 2023.
11 pages.
|
Jona Ndrecaj, Shkurte Berisha, Erita Çunaku.
© 2023.
15 pages.
|
Yllka Totaj.
© 2023.
12 pages.
|
Hla Myo Tun, Devasis Pradhan.
© 2023.
31 pages.
|
|
|