Electronic Resource
Bingley
:
Emerald
International journal of service industry management
6 (1995), S. 16-35
ISSN:
0956-4233
Source:
Emerald Fulltext Archive Database 1994-2005
Topics:
Economics
Notes:
Asserts that defining information requirements is perhaps the mostneglected aspect of the information management process. One explanationis that the high costs of implementing information technology generallyfocuses management's attention on the technology (hardware and software)and pre-empts discussion of issues concerned with the informationitself. Contends that, because of the failure to focus on informationissues, few organizations know what information they have or need.Identifies the information requirements needed to deliver qualityservice in high customer-contact businesses. Analyses theservice-delivery process into input, process and output stages, andspecifies the information requirements for each stage. Gives numerousexamples from leading service-sector firms to show how informationtechnology can be used to dramatically improve service quality.
Type of Medium:
Electronic Resource
URL:
http://dx.doi.org/10.1108/09564239510101509
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