This research explored the way service organisations deal with employee management issues when implementing eCommerce technologies. The thesis proposes a framework for understanding the technology-mediated context of the customer-employee interaction in service organisations when implementing eCommerce. The framework assists in achieving a balance between achieving efficiencies and maintaining customer loyalty
Notes
Submitted to the Deakin Business School of of the Faculty of Business and Law, Deakin University
Degree conferred 2008
Thesis (Ph.D.)--Deakin University, Victoria, 2007
Bibliography
Includes bibliographical references (pages 281-304)
