Customers want better access to the companies from which they buy products and services. Reviews how companies have responded to this demand for easy access. Looks at the past, present and future information needs of the customer and how they have been met. Touches on the developments in the communication channels available to customers and provides some simple usage statistics. Forecasts the future technological developments which will once again change the kind of access and information available.
International Journal of Service Industry Management – Emerald Publishing
Published: May 1, 2000
Keywords: Call centres; Customer satisfaction; Marketing communications; Communications technology
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