Leveraging technology to improve field service

Emerald - Tập 13 Số 1 - Trang 47-68 - 2002
SaligramaAgnihothri1, NagarajSivasubramaniam2, DonaldSimmons3
1School of Management, Binghamton University, State University of New York, Binghamton, New York, USA
2AJ Palumbo School of Business Administration, Duquesne University, Pittsburgh, Pennsylvania, USA
3School of Business, Ithaca College, Ithaca, New York, USA

Tóm tắt

The primary objective of this paper is to propose a theoretical framework for assessing the role and influence of technology in creating an effective field service organization. We examine the role of technology in the context of managing relationships among the company, its employees and customers. Using the analogy of a country managing its foreign affairs, we suggest that consistent and concurrent attention to carrying out Diplomacy, Preparedness and Engagement responsibilities with the aid of Technology (DPEAT) would result in superior service outcomes. We illustrate implementing our framework in a field service organization and use a published case study to demonstrate the application of our model.

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Emerald

Tập 13 Số 1

47-68

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