ICT Enabled Distribution of Services: Service Positioning Strategies, Front Office Information and Multi-channeling

ICT Enabled Distribution of Services: Service Positioning Strategies, Front Office Information and Multi-channeling

Authors	E.J. de Vries
Supervisors	R.E. Maes
Award date	27-11-2003
ISBN	9090174532 9789090174532
Organisations	Faculty of Economics and Business (FEB) - Amsterdam Business School Research Institute (ABS-RI)
Document type	PhD thesis
Note	Research conducted at: Universiteit van Amsterdam - FEE
Language	English
Downloads	Thesis Cover Titlepage Contents Preface and Acknowledgments Chapter One Introduction and Motivation Chapter Two Service Strategy: Processes, Resources and Networks Chapter Three Service Delivery Design and the Front Office Chapter Four Research Design: A Model for the Information Requirements of the Front Office Prelude to the Case Studies Chapter Five Case Study Unique Nederland Chapter Six Case Study Gak Nederland Chapter Seven Case study Interpolis Chapter Eight Case Study Sioo Chapter Nine Cross Case Analysis, Conclusions and Further Research Appendix A Instrument for Front Office Information Indication and CRM Functionalities Appendix B An Overview of Social Security Legislation and Organization in the Nederlands Appendix C, Interpolis, Network Position Appendix D, Similar didactical concepts in Sioo programs Appendix E Program Design Pictures Sioo References Part Two Additional Work Chapter Ten Multi-channeling and Front, Mid and Back Office Architectures Chapter Eleven Knowledge Management in Hybrid Supply Channels: a Case Study Chapter Twelve Case Research in Information Systems: State of Affairs Nederlandstalige Samenvatting Cover
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ICT Enabled Distribution of Services: Service Positioning Strategies, Front Office Information and Multi-channeling