Study on Information and Communication Technology (ICT) Application on Customers Service

• Main Authors: Hsuan-IHuang, 黃亘翊
• Other Authors: Heiu-Jou Shaw
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/15918524380168099231

碩士 === 國立成功大學 === 工學院工程管理碩士在職專班 === 101 === Nowadays, information and communications technology (ICT) has affected the lives of everyone , according to renowned research institution, Principal for Emerging Technology Research, Practice Group of International Data Corporation International Data Corporation (IDC) for the ICT Top 10 Predictions in 2011. Commercial Development will focus on the concept of Customer Centricity , if the enterprises could use ICT well will enable the customer service to customers' needs closely . Regarding to the practical application of ICT in customer service, this study found that companies tend to provide better customer service to improve one aspect of the problem, but the other aspect deteriorated at the same time, because they conflict with each other. For example, on the one hand, enterprises want to use ICT to unify and standardize service operating process, to ensure that service personnel in the service specification to provide a unified and expected service quality, on the other hand, enterprises also hope to provide intimate and customized services for different customer needs, so contradictions and conflicts happened between the unified (standardized) and non-uniform (customized). In this study, based on the TRIZ technical conflict and contradiction matrix theory, deduced conflict Matrix for this field, wish to provide enterprises quick reference solutions when they have conflict problems in the application of ICT in customer service.