Author： Jackson David Humble John
Publisher： Emerald Group Publishing Ltd
ISSN： 0960-4529
Source： Managing Service Quality, Vol.4, Iss.4, 1994-04, pp. : 36-40
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Abstract
Examines ways in which the information technology (IT) function can be more responsive to its customers. Puts forward a seven-step plan, with the emphasis on action. The goal is to use IT to improve the two key factors - service as perceived by the customer and cost effectiveness.
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