Abstract:

Contemporary enterprises are making significant efforts to improve customer support processes. The rising complexity of organizational and customer environments however, has often placed too heavy demands on the information management abilities of organizations. This theoretical paper addresses a current need for conceptual tools to capture and represent the complexity of IT based performance in service operations, in a way that management sense-making can be supported to generate useful understanding or insights. The application of an analytical schema presented here is illustrated by a case study of the IT based customer inquiry and feedback handling activities at a call center. This paper contributes to the need to equip practitioners with analytical tools to evaluate the implications of information practices from a contextually-relevant, multidimensional perspective.