Title: Growing up in the Information Age: developing appropriate relationships between telecommunications operators and their customers
Author: Iain D.T. Vallance
Address: Chairman, British Telecom plc, UK
Abstract: In the new ''Information Age'', customers of telecommunications operators are becoming increasingly sophisticated and demanding. They expect value for money, reliability, quality in connections, and immediate service in installation and breakdowns. In addition they are now coming to expect integrity in the provision of novel and innovative services. Telecommunications operators must meet this challenge in expectations by developing appropriate relationships with their customers.
Keywords: information age; telecommunications; customer relationships; innovation; customer expectations.
Int. J. of Technology Management, 1988 Vol.3, No.5, pp.493 - 499
Available online: 26 May 2009