Delivering Online Service: The Role of ICT

In this mini-track, we explore the role of ICT in customer service. Customer service quality is considered essential to customer satisfaction, customer retention and business success. The nature of service delivery is undergoing change. Customers are interfacing directly with ICT systems rather than dealing face to face. This change has created new challenges for businesses. Many businesses are now implementing a range of customer-centric e- CRM systems. By themselves, these initiatives are not enough to satisfy and retain customers. They need to be followed up by the delivery of quality online services, and supported by internal processes and resource systems.