Abstract
Managing services on the Internet is becoming more and more complex and time consuming for service providers since services are increasing both in number and complexity. Also the number of users per service is going up. A solution to this problem is to allow the service users themselves to partly manage the services they are using. This is called Customer Service Management, and it will both increase the perceived value of the services to the users as well as lower the operational costs of service management for the service provider. This paper presents an architecture
for Customer Service Management in the Internet.
for Customer Service Management in the Internet.
| Original language | English |
|---|---|
| Place of Publication | Enschede |
| Publisher | Centre for Telematics and Information Technology (CTIT) |
| Number of pages | 12 |
| Publication status | Published - Oct 2000 |
Publication series
| Name | CTIT technical reports series |
|---|---|
| Publisher | University of Twente, Centre for Telematics and Information Technology (CTIT) |
| No. | TR-CTIT-00-17 |
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Cite this
Sprenkels, R. A. M., Pras, A., van Beijnum, B-J., & de Goede, L. (2000). A Customer Service Management Architecture for the Internet. (CTIT technical reports series; No. TR-CTIT-00-17). Enschede: Centre for Telematics and Information Technology (CTIT).