A Proposed Methodology for Enhancing Service Delivery Systems: An (original) (raw)

Abstract

The widespread commercial use of the Internet to provide services to customers, without direct personal interaction, has created new challenges in several fields of knowledge, in particular Marketing and Information Technology. This paper addresses the problems faced by banking institutions that are adapting their service operations and their Service Delivery Systems (SDS) to the Internet channel, in order to offer integrated, high-quality customer service across all their service offerings.

Raymond Fisk hasn't uploaded this paper.

Let Raymond know you want this paper to be uploaded.

Ask for this paper to be uploaded.