{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,3,24]],"date-time":"2025-03-24T07:09:08Z","timestamp":1742800148978},"reference-count":82,"publisher":"IGI Global","issue":"3","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2010,7,1]]},"abstract":"<p>Despite many years of business-orientated information and communication technology (ICT) deployment, contemporary organisations continue to struggle with customer-centric implementation of new technologies that are profitable and contribute to sustainable service business success. This paper reviews the difficulties inherent in using ICTs to manage customer-related information, and identifies the particular challenges for customer-centric deployment of ICTs. It provides a model of different levels of customer centric information use in organizations. The authors review implications for future research in this emerging area and conclude that the challenges of ICT deployment and use must be addressed with an uncompromising focus on customer value as the central principle of both ICT design and deployment, and of information management in service organizations.<\/p>","DOI":"10.4018\/jal.2010070105","type":"journal-article","created":{"date-parts":[[2010,9,7]],"date-time":"2010-09-07T23:51:11Z","timestamp":1283903471000},"page":"88-105","source":"Crossref","is-referenced-by-count":2,"title":["Managing Customer-Centric Information"],"prefix":"10.4018","volume":"1","author":[{"given":"Martin R.","family":"Fellenz","sequence":"first","affiliation":[{"name":"Trinity College Dublin, Ireland"}]},{"given":"Mairead","family":"Brady","sequence":"additional","affiliation":[{"name":"Trinity College Dublin, Ireland"}]}],"member":"2432","reference":[{"issue":"1","key":"jal.2010070105-0","first-page":"14","article-title":"Why Financial Managers Need To Think About Marketing.","volume":"9","author":"T.Ambler","year":"2004","journal-title":"Corporate Finance Review"},{"key":"jal.2010070105-1","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.1060.0542"},{"key":"jal.2010070105-2","doi-asserted-by":"publisher","DOI":"10.1201\/1078\/44912.22.1.20051201\/85739.7"},{"key":"jal.2010070105-3","unstructured":"Ayers, J. (2003, July 21). Don\u2019t get buried in customer data- use it. Harvard Business School Working Knowledge."},{"key":"jal.2010070105-4","unstructured":"Bednarz, A. (2001, September). Gartner: CRM deployment plans holding steady. Computer World. Retrieved from http:\/\/www.computerworld.com\/action\/article.do?command=viewArticleBasic&articleId=64179"},{"issue":"2","key":"jal.2010070105-5","first-page":"56","article-title":"Creating New Markets Through Service Innovation.","volume":"47","author":"L.Berry","year":"2006","journal-title":"MIT Sloan Management Review"},{"issue":"1","key":"jal.2010070105-6","first-page":"10","article-title":"Self-service technologies: What do customers expect?","volume":"10","author":"M. J.Bitner","year":"2001","journal-title":"Marketing Management"},{"key":"jal.2010070105-7","doi-asserted-by":"publisher","DOI":"10.1177\/0092070300281013"},{"key":"jal.2010070105-8","unstructured":"Brady, M. (2005, September). The role of information technology in marketing: Crucial but overlooked and underexploited. In Proceedings of the Irish Academy of Management Conference, Galway, Ireland."},{"key":"jal.2010070105-9","doi-asserted-by":"crossref","unstructured":"Brady, M., & Fellenz, M. R. (2007, August). The Service Paradox: Supporting Service Supply Chains with Product-Orientated ICT. In Proceedings of the IEEE\/Informs Soli International Conference on Service Operations, Logistics and Informatics, Philadelphia.","DOI":"10.2139\/ssrn.995127"},{"key":"jal.2010070105-10","doi-asserted-by":"publisher","DOI":"10.1108\/08858620810850227"},{"key":"jal.2010070105-11","unstructured":"Brady, M., O\u2019Connor, M., & Saren, M. (2006, July). Marketers for the 21st Century Need ICT Education. In Proceedings of the Academy of Marketing Conference, University of Middlesex, London."},{"key":"jal.2010070105-12","doi-asserted-by":"publisher","DOI":"10.1362\/0267257022683703"},{"issue":"1","key":"jal.2010070105-13","doi-asserted-by":"crossref","first-page":"110","DOI":"10.2307\/41166330","article-title":"Consuming technology: Why marketers sometimes get it wrong.","volume":"48","author":"P.Brethon","year":"2005","journal-title":"California Management Review"},{"key":"jal.2010070105-14","doi-asserted-by":"publisher","DOI":"10.1108\/08876040510591411"},{"key":"jal.2010070105-15","first-page":"191","article-title":"Information richness: A new approach to managerial behafviour and organization design","volume":"Vol. 6","author":"R. L.Daft","year":"1984","journal-title":"Research in organizational behaviour"},{"key":"jal.2010070105-16","doi-asserted-by":"publisher","DOI":"10.2307\/248682"},{"key":"jal.2010070105-17","doi-asserted-by":"publisher","DOI":"10.2307\/2392469"},{"key":"jal.2010070105-18","first-page":"99","article-title":"Competing on Analytics.","author":"T.Davenport","year":"2006","journal-title":"Harvard Business Review"},{"issue":"4","key":"jal.2010070105-19","first-page":"83","article-title":"Automated decision making comes of age.","volume":"46","author":"T. H.Davenport","year":"2005","journal-title":"Sloan Management Review"},{"issue":"1","key":"jal.2010070105-20","first-page":"41","article-title":"Aligning the organization with the market.","volume":"48","author":"G. S.Day","year":"2006","journal-title":"Sloan Management Review"},{"key":"jal.2010070105-21","author":"P.Drucker","year":"1954","journal-title":"The Practice of Management"},{"key":"jal.2010070105-22","doi-asserted-by":"publisher","DOI":"10.1504\/IJTMKT.2008.017339"},{"key":"jal.2010070105-23","unstructured":"Fellenz, M. R., Augustenborg, C., Brady, M., & Greene, J. (2009, January 4-6). Requirements for an evolving model of supply chain finance: A technology and service providers perspective. In K. S. Soliman (Ed.), Proceedings of the International Business Information Management Conference, Cairo, Egypt (pp. 1171-1179)."},{"issue":"4","key":"jal.2010070105-24","first-page":"115","article-title":"Rocket science retailing is almost here - are you ready?","volume":"78","author":"M.Fisher","year":"2000","journal-title":"Harvard Business Review"},{"key":"jal.2010070105-25","author":"J. R.Galbraith","year":"2005","journal-title":"Designing the Customer-Centric Organization: A Guide to Strategy, Structure, and Process"},{"key":"jal.2010070105-26","doi-asserted-by":"publisher","DOI":"10.2307\/1251953"},{"key":"jal.2010070105-27","doi-asserted-by":"publisher","DOI":"10.1108\/09590550610654375"},{"key":"jal.2010070105-28","doi-asserted-by":"publisher","DOI":"10.1177\/1470593106069930"},{"issue":"5","key":"jal.2010070105-29","first-page":"98","article-title":"Silo busting: How to execute on the promise of customer focus.","volume":"85","author":"R.Gulati","year":"2007","journal-title":"Harvard Business Review"},{"issue":"4","key":"jal.2010070105-30","first-page":"92","article-title":"The quest for customer focus.","volume":"83","author":"R.Gulati","year":"2005","journal-title":"Harvard Business Review"},{"issue":"2","key":"jal.2010070105-31","doi-asserted-by":"crossref","first-page":"113","DOI":"10.1362\/147539207X223357","article-title":"Exit services marketing \u2013 enter service marketing.","volume":"6","author":"E.Gummesson","year":"2007","journal-title":"Journal of Consumer Behaviour"},{"key":"jal.2010070105-32","doi-asserted-by":"publisher","DOI":"10.1108\/08858620410531306"},{"key":"jal.2010070105-33","doi-asserted-by":"publisher","DOI":"10.1002\/cb.115"},{"key":"jal.2010070105-34","first-page":"130","article-title":"The information environment of organizations","author":"G. P.Huber","year":"1987","journal-title":"Handbook of organizational communication"},{"key":"jal.2010070105-35","author":"C.Humby","year":"2008","journal-title":"Scoring points: How Tesco continues to win customer loyalty"},{"key":"jal.2010070105-36","doi-asserted-by":"publisher","DOI":"10.1108\/09590550410524957"},{"key":"jal.2010070105-37","author":"P.Kotler","year":"2007","journal-title":"Principles of Marketing"},{"key":"jal.2010070105-38","unstructured":"Levinson, M. (2003, December). The RFID Imperative. CIO Magazine, 1-12."},{"key":"jal.2010070105-39","doi-asserted-by":"publisher","DOI":"10.1080\/02683960110063672"},{"key":"jal.2010070105-40","doi-asserted-by":"publisher","DOI":"10.1108\/09564230610689795"},{"key":"jal.2010070105-41","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.71.1.160"},{"key":"jal.2010070105-42","first-page":"69","article-title":"summer). Information orientation: People, technology and the bottom line.","author":"D. A.Marchand","year":"2000","journal-title":"Sloan Management Review"},{"key":"jal.2010070105-43","doi-asserted-by":"publisher","DOI":"10.1108\/08876040610679909"},{"issue":"11","key":"jal.2010070105-44","first-page":"141","article-title":"Mastering the Three Worlds of Information Technology.","volume":"84","author":"A.McAfee","year":"2006","journal-title":"Harvard Business Review"},{"key":"jal.2010070105-45","unstructured":"McClune, J. (2003). Contentious Debate? It Works at Philips: A technology powerhouse masters the strategic conversation. Mercer Management Journal, 16. Retrieved from http:\/\/www.oliverwyman.com\/ow\/pdf_files\/MMJ16_Interview_Contentious_Debate.pdf"},{"key":"jal.2010070105-46","first-page":"30","author":"M.McDonald","year":"1999","journal-title":"Improving marketing effectiveness through IT"},{"issue":"2","key":"jal.2010070105-47","first-page":"55","article-title":"Managing information in the digital age: How the reader is king.","volume":"13","author":"G.McGovern","year":"2000","journal-title":"Irish Marketing Review"},{"key":"jal.2010070105-48","first-page":"2","article-title":"Companies and the Customers Who Hate Them.","author":"G.McGovern","year":"2007","journal-title":"Harvard Business Review"},{"issue":"1","key":"jal.2010070105-49","first-page":"19","article-title":"Accountant behaving badly: A marketing perspective.","volume":"11","author":"G.McHugh","year":"1998","journal-title":"Irish Marketing Review"},{"key":"jal.2010070105-50","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.64.3.50.18024"},{"key":"jal.2010070105-51","doi-asserted-by":"publisher","DOI":"10.1108\/09604520410528635"},{"key":"jal.2010070105-52","doi-asserted-by":"publisher","DOI":"10.1023\/A:1013730529933"},{"issue":"2","key":"jal.2010070105-53","first-page":"4","article-title":"The convergence of information technology and information management.","volume":"34","author":"S.Myburgh","year":"2000","journal-title":"Information Management Journal"},{"issue":"1","key":"jal.2010070105-54","first-page":"44","article-title":"Emergence of Customer-Centric Branding: From Boardroom Leadership to Self-Broadcasting.","volume":"12","author":"M.Nadeem","year":"2007","journal-title":"Journal of American Academy of Business"},{"issue":"5","key":"jal.2010070105-55","first-page":"98","article-title":"Computer data bases: The future is now.","volume":"51","author":"R.Nolan","year":"1973","journal-title":"Harvard Business Review"},{"key":"jal.2010070105-56","first-page":"3","article-title":"Connectivity and control in the year 2000 and beyond.","author":"R.Nolan","year":"1998","journal-title":"Harvard Business Review"},{"key":"jal.2010070105-57","doi-asserted-by":"crossref","DOI":"10.1093\/oso\/9780195092691.001.0001","author":"I.Nonaka","year":"1995","journal-title":"The knowledge-creating company: How Japanese companies create the dynamics of innovation"},{"key":"jal.2010070105-58","doi-asserted-by":"publisher","DOI":"10.1108\/07363760510611671"},{"key":"jal.2010070105-59","unstructured":"O\u2019Connor, M., & Brady, M. (2006, September). The Hotel Sector In Ireland \u2013 Technology-Based Marketing Enterprises? In Proceedings of the Irish Academy of Management Conference, University of Cork, Ireland."},{"key":"jal.2010070105-60","unstructured":"Piercy, N. (1981, autumn). Marketing Information bridging the quicksand between technology and decision-making. The Quarterly Review of Marketing, 1-15."},{"issue":"4","key":"jal.2010070105-61","first-page":"12","article-title":"The new frontier of experience innovation.","volume":"44","author":"C. K.Prahalad","year":"2003","journal-title":"Sloan Management Review"},{"key":"jal.2010070105-62","doi-asserted-by":"publisher","DOI":"10.1002\/dir.20015"},{"key":"jal.2010070105-63","doi-asserted-by":"publisher","DOI":"10.1108\/10878570810902068"},{"key":"jal.2010070105-64","doi-asserted-by":"publisher","DOI":"10.1002\/(SICI)1097-0266(199901)20:1<49::AID-SMJ20>3.0.CO;2-2"},{"key":"jal.2010070105-65","doi-asserted-by":"publisher","DOI":"10.1108\/14637150410539678"},{"issue":"4","key":"jal.2010070105-66","first-page":"105","article-title":"E-loyalty.","volume":"78","author":"F. F.Reichheld","year":"2000","journal-title":"Harvard Business Review"},{"key":"jal.2010070105-67","doi-asserted-by":"publisher","DOI":"10.1287\/isre.1030.0016"},{"key":"jal.2010070105-68","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.72.1.82"},{"key":"jal.2010070105-69","doi-asserted-by":"publisher","DOI":"10.1177\/1094670506294666"},{"key":"jal.2010070105-70","doi-asserted-by":"publisher","DOI":"10.1108\/08876049210035773"},{"key":"jal.2010070105-71","doi-asserted-by":"publisher","DOI":"10.1108\/09600030610714571"},{"key":"jal.2010070105-72","unstructured":"Srivastava, L. (2005, July). RFID and the internet of things. Presented at ICT Trends and Challenges in the Global Era. Washington, DC: International Telecommunication Union."},{"key":"jal.2010070105-73","doi-asserted-by":"publisher","DOI":"10.1108\/14725960510808491"},{"key":"jal.2010070105-74","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.68.1.1.24036"},{"key":"jal.2010070105-75","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-007-0069-6"},{"issue":"4","key":"jal.2010070105-76","doi-asserted-by":"crossref","first-page":"267","DOI":"10.17705\/1jais.00120","article-title":"Dead or Alive? The development, trajectory and future of technology adoption research.","volume":"8","author":"V.Venkatesh","year":"2007","journal-title":"Journal of the Association for Information Systems"},{"issue":"4","key":"jal.2010070105-77","first-page":"35","article-title":"The decline and dispersion of the marketing competence.","volume":"46","author":"F.Webster","year":"2005","journal-title":"MIT Sloan Management Review"},{"key":"jal.2010070105-78","author":"K. E.Weick","year":"1995","journal-title":"Sensemaking in organizations"},{"key":"jal.2010070105-79","author":"A.White","year":"2005","journal-title":"RFID: Why reusable asset tracking is the best place to start"},{"issue":"4","key":"jal.2010070105-80","first-page":"21","article-title":"A plan to invent the Marketing we need today","volume":"49","author":"Y.Wind","year":"2008","journal-title":"MIT Sloan Management Review"},{"key":"jal.2010070105-81","first-page":"58","article-title":"Lean consumption.","author":"J. P.Womack","year":"2005","journal-title":"Harvard Business Review"}],"container-title":["International Journal of Applied Logistics"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=45906","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,3,30]],"date-time":"2024-03-30T06:40:12Z","timestamp":1711780812000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/jal.2010070105"}},"subtitle":["The Challenges of Information and Communication Technology (ICT) Deployment in Service Environments"],"short-title":[],"issued":{"date-parts":[[2010,7,1]]},"references-count":82,"journal-issue":{"issue":"3","published-print":{"date-parts":[[2010,7]]}},"URL":"https:\/\/doi.org\/10.4018\/jal.2010070105","relation":{},"ISSN":["1947-9573","1947-9581"],"issn-type":[{"value":"1947-9573","type":"print"},{"value":"1947-9581","type":"electronic"}],"subject":[],"published":{"date-parts":[[2010,7,1]]}}}