A Customer Service Management Architecture for the Internet

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

A Customer Service Management Architecture for the Internet

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

Research output: Book/Report › Report › Professional

2 Citations (Scopus)

29 Downloads (Pure)

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.

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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Sprenkels2000customer
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