Authors: Carla Ramos; Carlos Melo Brito
Over the past few years there has been a strong technological evolution in the field of information and communication with a significant impact on management. Companies are investing huge amounts in relationship technologies, leading to new forms of interaction. On the other hand, the incorporation of activities of the value chain in integrated IT is likely to affect the network of relationships established, especially with strategic business partners. Focusing on business-to-business relationships, this paper has a twofold objective. Firstly, to understand the management of customer relationships in contexts where IT tend to assume an important role. Secondly, to analyse to what extent the new information technologies are likely to be a potential source of value for companies. And, if so, what are their advantages and limitations. These are relevant issues, both from a theoretical and practical point of view since they reflect a current trend whose understanding is critical to firms? performance in the medium and long run. The research followed a qualitative methodological approach that focused on PostLog EMS, a firm that operates in the courier sector. In scientific terms, the paper attempts to contribute to a better understanding of relationships with customers intermediated by information technologies. In this context, the main contribution stems from its interdisciplinary character since it establishes a close link between two fields of research: marketing and information systems.
Journal: ( – )
Web Address:
Publish Year: 2003
Conference: Lugano, Switzerland (2003)