Title

Leveraging technology to improve field service

Document Type

Article

Publication Date

8-26-2002

Abstract

The primary objective of this paper is to propose a theoretical framework for assessing the role and influence of technology in creating an effective field service organization. We examine the role of technology in the context of managing relationships among the company, its employees and customers. Using the analogy of a country managing its foreign affairs, we suggest that consistent and concurrent attention to carrying out Diplomacy, Preparedness and Engagement responsibilities with the aid of Technology (DPEAT) would result in superior service outcomes. We illustrate implementing our framework in a field service organization and use a published case study to demonstrate the application of our model.

Publication Name

International Journal of Service Industry Management

Volume Number

13

First Page

47

Last Page

68

Issue Number

1

DOI

10.1108/09564230210421155

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