CUSTOMER INFORMATION-SYSTEMS - APPROACHING A NEW FIELD IN INFORMATION-SYSTEMS FROM A NEW PERSPECTIVE
Recent years have witnessed an increasing awareness and need for information systems that can fulfil a role on the boundary between organisations and their environments. However, these so-called Customer Information Systems (CIS) have been developed using a traditional design approach with an emphasis on information systems that ignores the role of social systems in business decision-making. Consequently, a number of well-known problems concerning the use of information technology have also risen in the CIS area. Therefore, we propose a new design approach to CIS that addresses responsibilities and norms in business decision-making and focuses on the interplay between information systems design and organisational design. We propose extensions of current design issues that - if successful - could be of interest for researchers as well as practitioners.
customer information systems social systems systems design group decision-making customer service norma