Purpose – The aim of this paper is to investigate whether technological developments can be used in call centre environments to build trust and hence lasting customer relationships beyond the usual focus on efficiency gains through automation. Design/methodology/approach – Draws upon depth...

While much attention has recently been focused on the problems facing Internet start‐ups, the challenge of e‐business affects a much broader constituency of organisations. For established companies, the key challenge is one of change. Such companies must rethink fundamental aspects of...

Examines whether business really is undergoing a revolution or just the latest in a series of incremental changes with the universal and seemingly exponential spread of Internet technology. While it is tempting to regard the Internet as a unique challenge through its dual role as a driver of...