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)
25 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 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)
No.TR-CTIT-00-17

Fingerprint

World Wide Web
Customer service management
Service provider
Perceived value
Service management
Costs

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).
Sprenkels, Ron A.M. ; Pras, Aiko ; van Beijnum, Bert-Jan ; de Goede, Leo. / A Customer Service Management Architecture for the Internet. Enschede : Centre for Telematics and Information Technology (CTIT), 2000. 12 p. (CTIT technical reports series; TR-CTIT-00-17).
@book{eb9c48d814f544e29f19231dadc0ff1a,
title = "A Customer Service Management Architecture for the Internet",
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 architecturefor Customer Service Management in the Internet.",
author = "Sprenkels, {Ron A.M.} and Aiko Pras and {van Beijnum}, Bert-Jan and {de Goede}, Leo",
year = "2000",
month = "10",
language = "English",
series = "CTIT technical reports series",
publisher = "Centre for Telematics and Information Technology (CTIT)",
number = "TR-CTIT-00-17",
address = "Netherlands",

}

Sprenkels, RAM, 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, Centre for Telematics and Information Technology (CTIT), Enschede.

A Customer Service Management Architecture for the Internet. / Sprenkels, Ron A.M.; Pras, Aiko; van Beijnum, Bert-Jan; de Goede, Leo.

Enschede : Centre for Telematics and Information Technology (CTIT), 2000. 12 p. (CTIT technical reports series; No. TR-CTIT-00-17).

Research output: Book/ReportReportProfessional

TY - BOOK

T1 - A Customer Service Management Architecture for the Internet

AU - Sprenkels, Ron A.M.

AU - Pras, Aiko

AU - van Beijnum, Bert-Jan

AU - de Goede, Leo

PY - 2000/10

Y1 - 2000/10

N2 - 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 architecturefor Customer Service Management in the Internet.

AB - 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 architecturefor Customer Service Management in the Internet.

M3 - Report

T3 - CTIT technical reports series

BT - A Customer Service Management Architecture for the Internet

PB - Centre for Telematics and Information Technology (CTIT)

CY - Enschede

ER -

Sprenkels RAM, Pras A, van Beijnum B-J, de Goede L. A Customer Service Management Architecture for the Internet. Enschede: Centre for Telematics and Information Technology (CTIT), 2000. 12 p. (CTIT technical reports series; TR-CTIT-00-17).