Competitive advantage of online service desk for customer service : the case of a telecommunication company | |
| Author | Zhu, Jinbo |
| Call Number | AIT Thesis no.IM-07-12 |
| Subject(s) | Telecommunication--Customer services Online information services |
| Note | A thesis submitted in partial fulfillment of the requirements for the degree of Master of Science in Information Management, School of Engineering and Technology |
| Publisher | Asian Institute of Technology |
| Series Statement | Thesis ; no. IM-07-12 |
| Abstract | Now with the fast development of Internet and web based applications, the customer service in big corporations need to be improved to a higher standard level to follow the development of other technology, in order to nicely deliver their products and services to the customers. This study is conducted in a case of a telecommunication company, who is currently expanding their market to international customer groups. But their customer service system is still call and Email based. That seriously affected their business plan. So a new customer service system needs to be introduced and also evaluated. This study attempts to get a full set of requirements from the case company, and develop a web based service desk, which can be integrated into the company's existing system. After the implementation, this study will focus on the evaluation of this new service desk in order to find the competitive advantages of this new system. The final results of this study are the implemented service desk, the evaluation method and results, which include the competitive advantages of it |
| Year | 2007 |
| Corresponding Series Added Entry | Asian Institute of Technology. Thesis ; no. IM-07-12 |
| Type | Thesis |
| School | School of Engineering and Technology (SET) |
| Department | Department of Information and Communications Technologies (DICT) |
| Academic Program/FoS | Information Management (IM) |
| Chairperson(s) | Vatcharapom Esichaikul; |
| Examination Committee(s) | Janecek, Paul;Guha, Sumanta; |
| Scholarship Donor(s) | Asian Institute of Technology Fellowship; |
| Degree | Thesis (M.Sc.) - Asian Institute of Technology, 2007 |