ICT provides opportunities for more convenient, more responsive and highly customized information services to business customers as they contact their providers regarding service issues and contract arrangements. This study looks at how ICT-enabled process innovations achieve customer retention...

This case study is intended to develop an appreciation for the role of trust in buyer seller relationships through a fictional account of a student's summer job. Given the high likelihood that students will have a sales job during their studies, or shortly after their graduation, this case can...