...., 2005 ; Oh et al., 2009 ; Robinson et al., 2005). External factors often include individual differences, situational factors, and variables suggested by other theories (King and He, 2006). Technology readiness Technology acceptance model Self‐service technology Technology led...

... and departments, the citizen expects some homogeneity in the results” (Richard, 1999). Allen et al. (2001) discuss a similar “interesting quandary”: Technology led strategy Customer service management Customer services quality Change management Whereas much of recent public sector...

..., elevating customers to the highest form and developing and improving current processes to ensure that the organisation builds better customer relationships. © MCB UP Limited 2003 Customer service management Buyer‐seller relationships Technology led strategy Northern Ireland In recent...