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| Tekijä: | Sawy, O. Bowles, G. |
| Otsikko: | "Redesigning the customer support process for the electronic economy: insights from storage dimensions" |
| Lehti: | MIS Quarterly
1997 : DEC, VOL. 21:4, p. 457-484 |
| Asiasana: | MIS ELECTRONICS INDUSTRY ECONOMICS |
| Kieli: | eng |
| Tiivistelmä: | 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 internet worked technologies are the dynamic enablers of success. The paper describes the implementation of the Tech Connect support system at Storage Dimensions, a manufacturer of high-availability computer storage system products. The paper assesses the impacts of TechConnect and its value in creating a learning organization. |
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