Redesigning the customer support process for the electronic economy: Insights from storage dimensions

• 成果类型: Article
• 署名作者: El Sawy, O; Bowles, G
• 署名单位: University of Southern California
• 刊物名称: MIS QUARTERLY
• ISSN/ISSBN: 0276-7783
• 发表日期: 1997
• 页码: 457-483
• 关键词: information

摘要

This paper provides insights for redesigning IT-enabled customer support processes to meet the demanding requirements of the emerging electronic economy in which fast response, shared knowledge creation, and internetworked technologies are the dynamic enablers of success. The paper describes the implementation of the TechConnect support system at Storage Dimensions, a manufacturer of high-availability computer storage system products. TechConnect is a unique IT infrastructure for problem resolution that includes a customer support knowledge base whose structure is dynamically updated based an adaptive learning through customer interactions. The paper assesses the impacts of TechConnect and ifs value in creating a learning organization. It then draws insights for redesigning knowledge-creating customer support processes for the business conditions of the electronic economy.