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Business to consumer eCommerce : implications for employee management

Blount, Yvette Maree. 2007, Business to consumer eCommerce : implications for employee management, Ph.D. thesis, Deakin Business School, Deakin University.


Title Business to consumer eCommerce : implications for employee management
Author Blount, Yvette Maree.
Institution Deakin University
School Deakin Business School
Faculty Faculty of Business and Law
Degree name Ph.D.
Date submitted 2007
Keyword(s) Electronic commerce - Management
Internet banking - Management
Customer services - Management
Summary This research explored the way service organisations deal with employee management issues when implementing eCommerce technologies. The thesis proposes a framework for understanding the technology-mediated context of the customer-employee interaction in service organisations when implementing eCommerce. The framework assists in achieving a balance between achieving efficiencies and maintaining customer loyalty.
Notes Degree conferred 2008.
Language eng
Description of original ix, 304 p. ; 30 cm.
Dewey Decimal Classification 332.1702854678
Persistent URL http://hdl.handle.net/10536/DRO/DU:30027185

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Created: Thu, 01 Apr 2010, 15:54:44 EST

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