haku: @author Bennett, R. / yhteensä: 40
viite: 10 / 40
| Tekijä: | Bennett, R. |
| Otsikko: | Ownership sentiments towards the customer care function in e-business situations |
| Lehti: | Journal of Internet commerce
2003 : VOL. 2:2, p. 27-46 |
| Asiasana: | Electronic commerce Customers Managers Marketing Organizations |
| Vapaa asiasana: | e-business e-commerce |
| Kieli: | eng |
| Tiivistelmä: | Effective management of customer care is critically important for successful electronic commerce. The executive in charge of the customer care function in a business based on e-commerce might have a technical IT background, a marketing background, or be from general management. This empirical study examines the degrees to which a sample of 86 marketing and IT managers responsible for customer care in e-commerce environments felt they "owned" the customer care function, and the antecedents and consequences of powerful ownership sentiments. It emerged that heads of department with marketing backgrounds reported significantly stronger feelings of ownership of customer care than heads with IT backgrounds. The level of ownership sentiment varied with respect to the extent of the personal investment a manager had devoted to developing the customer care function, the belief that he or she was an expert in customer care, the person's commitment to the organisation as a whole, and the degree of centralization of the firm's decision making. People who felt strongly that they owned their company's customer care function, experienced a heavy sense of responsibility for its effective management. |
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