From local IT needs to global process transformation : Hilti's customer service program
Jan vom Brocke, Theresa Schiedel, Alexander Simons and Alexander M. Schmid, Martin Petry and Christoph Baeck
| Year of publication: |
2016
|
|---|---|
| Authors: | Vom Brocke, Jan ; Schmiedel, Theresa ; Simons, Alexander ; Schmid, Alexander M. ; Petry, Martin ; Baeck, Christoph |
| Published in: |
Business process management journal. - Bingley : Emerald Group Publishing Limited, ISSN 1463-7154, ZDB-ID 1379961-7. - Vol. 22.2016, 3, p. 594-613
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| Subject: | Customer service | Global Contact Center | Hilti Corporation | IT-enabled transformation | Process transformation | Kundenservice | Systemtransformation | Economic transition | Globalisierung | Globalization | Organisatorischer Wandel | Organizational change | Beziehungsmarketing | Relationship marketing |