A Customer Service Management Architecture for the Internet

Ron A.M. Sprenkels, Aiko Pras, Bert-Jan van Beijnum, Leo de Goede

    Research output: Book/ReportReportProfessional

    2 Citations (Scopus)
    30 Downloads (Pure)


    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.
    Original languageEnglish
    Place of PublicationEnschede
    PublisherCentre for Telematics and Information Technology (CTIT)
    Number of pages12
    Publication statusPublished - Oct 2000

    Publication series

    NameCTIT technical reports series
    PublisherUniversity of Twente, Centre for Telematics and Information Technology (CTIT)


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