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* Distinguished Lecture
* Tracks and Minitracks
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Track: Internet and Digital Economy
Minitrack: Collaborative Commerce

Many consider customer relationship management and service delivery to be key components of customer satisfaction, customer retention and ultimately business success. This minitrack is a combination of two topics.

Electronic Customer Relationship Management:

The conduct of business using internet technologies, often referred to as electronic commerce (e-commerce), continues to be a significant, pervasive issue for both enterprises and customers. eCommerce is comprised of two relationship types: those between enterprises and customers; and those between and among enterprises. It is the former this minitrack addresses. Fundamentally eCRM concerns attracting and keeping “Economically Valuable” customers and repelling and eliminating “Economically Invaluable” ones. We are on the threshold of a shift from a transaction-based economy to a ‘relationship-based economy’.

The continuing importance of managing customer relationships in eCommerce and mCommerce is the stimulus for this minitrack. There are 8 major non-mutually-exclusive topics within this minitrack. Each major topic is composed of minor ones, due to the complexity and richness of eCRM issues that need to be researched. The proposed mini-track in particular invites papers that address the business value of e-CRM.

Potential topics include but are not limited to:
 
1. Business Performance Issues in eCRM
2. eCRM within Markets
3. eCRM within Business Models
4. Knowledge Management for eCRM
5. eCRM Technological Issues
6. eCRM Human Issues
7. Security and Privacy Issues in eCRM
8. Case Studies and Demonstrations of 'Real World' eCRM and Applications

Delivering Online Service – The Role of ICT:

Complementary to the importance of managing customer relationships is the requirement to delivery quality service. Currently the nature of service delivery is undergoing extensive change. Increasingly customers are interfacing directly with ICT systems and applications, or dealing with the organisation via ICT-mediated channels rather than face-to-face. Many IT-mediated services do not involve a direct financial exchange, which is a further difference from traditional face-to-face service. This mini-track explores the way that ICT is changing the nature of the customer service experience, and business models of customer management and service delivery.

We are interested in theoretical and empirical papers, including case studies. Most importantly, we are interested in building a dialogue that will provide new insights about customer management and service delivery.

Potential topics include but are not limited to:

  • The changing nature of customer service quality in an ICT-mediated environment – how do services change without a human agent?

  • New technologies for service delivery e.g. SMS

  • Service quality in web portals

  • Niche portals e.g. human resources, consumer health portals

  • Web 2.0, communities, and services

  • Service delivery in the multi-channel organization

  • Self-service technologies

  • User perceptions of the self-service experience, including perceptions of trust and risk and self-service role

  • New methods and metrics for assessing services quality in an ICT-
    mediated context

  • Developing customer loyalty and building a service brand in online
    environments
     

Minitrack Co-Chairs:

Mary Tate (Primary Contact)
School of Information Management
Victoria University of Wellington
PO Box 600
Wellington, New Zealand
Phone: +64-4-463-5265
Fax: +64-4-463-5446
Email: mary.tate@vuw.ac.nz

Beverley Hope
School of Information Management
Victoria University of Wellington
PO Box 600
Wellington, New Zealand
Phone: +64-4-463-5528
Fax: +64-4-463-5446
Email: beverley.hope@vuw.ac.nz

Nicholas C. Romano, Jr.
William S. Spears School of Business
Oklahoma State University
700 North Greenwood Avenue
Tulsa, OK 74106-0700 USA
Phone: 918-594-8506
Fax: 918-594-8281
Email: nicholas.romano@OKState.EDU

Jerry Fjermestad
School of Management
New Jersey Institute of Technology
University Heights
Newark NJ 07102
Phone: 973-596-3255
Fax: 973-596-3074
Email: fjermestad@adm.njit.edu