Call centers : a case study on the interplay between organization and information technology

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<abstract displayLabel="Summary">Since deregulation of the European insurance market at the beginning of the 1990s, the European insurance industry has developed into a highly competitive marketplace. It is common knowledge in business administration that intensified competition, combined with a saturated market, forces insurance companies to raise customer awareness. Whereas it used to be thought that customer awareness was founded on either the price component (lowestcost strategy) or the quality component (strategy of differentiation), today the simultaneous development of both factors is essential</abstract>
<note type="statement of responsibility">Matthias Graumann</note>
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<topic>Call centers</topic>
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<topic>Nuevas tecnologías de la información</topic>
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<topic>Atención al cliente</topic>
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<topic>Empresas de seguros</topic>
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<url displayLabel="MÁS INFORMACIÓN">mailto:centrodocumentacion@fundacionmapfre.org?subject=Consulta%20de%20una%20publicaci%C3%B3n%20&body=Necesito%20m%C3%A1s%20informaci%C3%B3n%20sobre%20este%20documento%3A%20%0A%0A%5Banote%20aqu%C3%AD%20el%20titulo%20completo%20del%20documento%20del%20que%20desea%20informaci%C3%B3n%20y%20nos%20pondremos%20en%20contacto%20con%20usted%5D%20%0A%0AGracias%20%0A</url>
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<identifier type="issn">1018-5895</identifier>
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<text>01/01/2003 Número 1 28 2003 , P. 111-126</text>
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