Brocke, Henrik; Uebernickel, Falk; Brenner, Walter - Institut für Wirtschaftsinformatik <Sankt Gallen> - 2009
Rising external competition and cost-pressures compel internal service providers to re-define their customerserviceapproach. Providing value propositions to the intra-firm end-users instead of provisioning technicalresources becomes a necessity to facilitate transparency in costs and customer...