CIS: A NEW FRONTIER FOR MIS

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Prometheus

Volume 10, Issue 1

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CIS: A NEW FRONTIER FOR MIS

research-article

Author(s): Ko de Ruyter , Richard Widdows

Publication date (Print): June 1992

Journal: Prometheus

Publisher: Pluto Journals

Keywords: Consumer, customer, information, systems, technology

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Abstract

The era of customer service is seeing the development of a new branch of management information systems — consumer information systems (CIS). The CIS is fast becoming the source of intelligence on all consumer issues in customer-oriented firms. The authors outline the main characteristics of CIS, and relate them to the development of the consumer affairs role in business. Technological aspects of the CIS are also discussed.

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Author and article information

Journal

Journal ID (publisher-id): cpro20

Journal ID (archive): CPRO

Title: Prometheus

Subtitle: Critical Studies in Innovation

Publisher: Pluto Journals

ISSN (Print): 0810-9028

ISSN (Electronic): 1470-1030

Publication date (Print): June 1992

Volume: 10

Issue: 1

Pages: 5-16

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Article

Publisher ID: 8629511 Coden ID: Prometheus, Vol. 10, No. 1, 1992: pp. 5–16

DOI: 10.1080/08109029208629511

SO-VID: 37f4f3c4-e9a3-4155-8308-e167da35c9e2

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All content is freely available without charge to users or their institutions. Users are allowed to read, download, copy, distribute, print, search, or link to the full texts of the articles in this journal without asking prior permission of the publisher or the author. Articles published in the journal are distributed under a http://creativecommons.org/licenses/by/4.0/.

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Figures: 0, Tables: 0, References: 21, Pages: 12

NOTES AND REFERENCES

Meredith Fernstrom M.. 1984. . Consumerism: Implications and Opportunities for Financial Services . , New York : : American Express Company. .
Claes Fornell. . 1981. . ‘Increasing the influence of corporate consumer affairs departments’. . Journal of Consumer Affairs . , Vol. 15((2)) Winter;: 191––213. . The Consumer Affairs Department: Organization and Functions
Irene Stillings M.. 1987. . ‘Consumer affairs: the road to the bottom line’. . Mobius . , Vol. 6((2)) Fall;: 8––11. .
Jon Anton, Richard Bennett T. and Richard Widdows. . 1991. . Customer Response and Information Systems: Design and Implementation . , Whitehaven , MD : : The Waterfront Press. .
A. Brack and J.C. de Ruyter, ‘Keeping up with European legal developments on product safety and liability: the role of customer complaint management as a defensive marketing tool’, European Journal of Research in Marketing, forthcoming.
SOCAP/TARP, 800 Numbers for Customer Service: A 1988 Profile, SOCAP, Alexandria, VA, 1988.
Davis B. G. and Olson M.. 1984. . Management Information Systems: Conceptual Foundations, Structure and Development . , p. 6 New York : : McGraw-Hill. .
SOCAP Fact Booklet. . 1990. . Computer Technology in Consumer Affairs . , Alexandria , VA : : The Capsule Series, SOCAP. .
Anton, Bennett and Widdows, ibid., ch. 13.
Long Range Planning Committee, SOCAP. . 1985. . ‘Consumer affairs: developing the profession’. . Mobius . , Vol. 4((2)) October;: 10––17. .
SOCAP/TARP, ibid.
Brack and de Ruyter, ibid.
SOCAP/TARP, ibid.
Riemer M.. 1986. . Beschwerdemanagement . , Frankfurt and New York : : Campus Verlag. .
Park Dietz E.. 1989. . ‘Abnormal consumer behavior’. . Mobius . , Vol. 8((2)) Spring;: 14––17. .
J.A. Goodman, S. Boyd and M. Lee, The Benefits of Toll Free Telephone Numbers and the Pitfalls of System Roll Out, Working Paper, TARP, Washington DC, 1988.
J. Anton and J.C. de Ruyter, ‘Van Klachten naar management informatic’, Harvard Holland Review, 2, 1991.
Goodman J. A., Malech A. R. and Bargatze G. F.. 1988. . ‘Customer-based research: moving from research to action’. . Mobius . , Vol. 7((3)) Fall;: 12––16. .
Peters T. J. and Austin N. K.. 1985. . Passion for Excellence: The Leading Difference . , New York : : Random House. . Service America: Doing Business in the New EconomyTotal Customer Service: The Ultimate Weapon
Richard Widdows. . 1986. . ‘Let the ignorant consumer beware: consumer information and efficiency of consumer decision making in the USA’. . Prometheus . , Vol. 4((2)) December;: 366––77. .
Long Range Planning Committee, SOCAP, ibid.; T.M.A. Bemelmans, Bestuurlilke informaticssystemen en automatiscring, Leiden, Stenfert Kroese, 1987.

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[1] Meredith Fernstrom M.. 1984. . Consumerism: Implications and Opportunities for Financial Services . , New York : : American Express Company. .

[2] Claes Fornell. . 1981. . ‘Increasing the influence of corporate consumer affairs departments’. . Journal of Consumer Affairs . , Vol. 15((2)) Winter;: 191––213. . The Consumer Affairs Department: Organization and Functions

[3] Irene Stillings M.. 1987. . ‘Consumer affairs: the road to the bottom line’. . Mobius . , Vol. 6((2)) Fall;: 8––11. .

[4] Jon Anton, Richard Bennett T. and Richard Widdows. . 1991. . Customer Response and Information Systems: Design and Implementation . , Whitehaven , MD : : The Waterfront Press. .

[5] A. Brack and J.C. de Ruyter, ‘Keeping up with European legal developments on product safety and liability: the role of customer complaint management as a defensive marketing tool’, European Journal of Research in Marketing, forthcoming.

[6] SOCAP/TARP, 800 Numbers for Customer Service: A 1988 Profile, SOCAP, Alexandria, VA, 1988.

[7] Davis B. G. and Olson M.. 1984. . Management Information Systems: Conceptual Foundations, Structure and Development . , p. 6 New York : : McGraw-Hill. .

[8] SOCAP Fact Booklet. . 1990. . Computer Technology in Consumer Affairs . , Alexandria , VA : : The Capsule Series, SOCAP. .

[9] Anton, Bennett and Widdows, ibid., ch. 13.

[10] Long Range Planning Committee, SOCAP. . 1985. . ‘Consumer affairs: developing the profession’. . Mobius . , Vol. 4((2)) October;: 10––17. .

[11] SOCAP/TARP, ibid.

[12] Brack and de Ruyter, ibid.

[13] SOCAP/TARP, ibid.

[14] Riemer M.. 1986. . Beschwerdemanagement . , Frankfurt and New York : : Campus Verlag. .

[15] Park Dietz E.. 1989. . ‘Abnormal consumer behavior’. . Mobius . , Vol. 8((2)) Spring;: 14––17. .

[16] J.A. Goodman, S. Boyd and M. Lee, The Benefits of Toll Free Telephone Numbers and the Pitfalls of System Roll Out, Working Paper, TARP, Washington DC, 1988.

[17] J. Anton and J.C. de Ruyter, ‘Van Klachten naar management informatic’, Harvard Holland Review, 2, 1991.

[18] Goodman J. A., Malech A. R. and Bargatze G. F.. 1988. . ‘Customer-based research: moving from research to action’. . Mobius . , Vol. 7((3)) Fall;: 12––16. .

[19] Peters T. J. and Austin N. K.. 1985. . Passion for Excellence: The Leading Difference . , New York : : Random House. . Service America: Doing Business in the New EconomyTotal Customer Service: The Ultimate Weapon

[20] Richard Widdows. . 1986. . ‘Let the ignorant consumer beware: consumer information and efficiency of consumer decision making in the USA’. . Prometheus . , Vol. 4((2)) December;: 366––77. .

[21] Long Range Planning Committee, SOCAP, ibid.; T.M.A. Bemelmans, Bestuurlilke informaticssystemen en automatiscring, Leiden, Stenfert Kroese, 1987.

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