Introduction to information-based high-tech services - Viardot, Eric. (Boston : Artech House, 1999)
Understanding the Nature of High Tech Services (HTS) -- What is a Service? The Essence of HTS-- Moving from the Physical World to the Virtual One. The Economics of High Tech Services. Placing Customers at the Center of High Technology Services -- The Customer Relationship Life Cycle. Identifying and Understanding Customers. Creating Customer Loyalty.
Includes bibliographical references.
Keywords: Computer technical support; High technology industries -- Customer services