Delivering customer services online: identifying best practices of medium-sized enterprises
Abstract. The importance of using the internet to achieve competitive advantage has been well documented. Many companies have benefited from capturing customers interest in buying via the web. Additionally, an ever-expanding of technologies exist that enable firms to provide additional customer services online. Yet for many firms, determining which customer service applications to use can be perplexing. This study examines the practices of small- and medium-sized enterprises and analyses performance results of adopting selected customer service applications on the internet.
customer service small- and medium-sized enterprise small business e-service e-commerce internet applications