Customer Service and Network Completeness
M. Kathryn Brohman, Anitha Parasuraman, Gabriele Piccoli · Journal of the Association for Information Systems · 2002
Companies are increasingly replacing functions traditionally performed by human servers with network-based customer service systems (NCSSs).Based on an analysis of 30 Web sites of leading service providers and in-depth field studies of NCSSs currently used by five major companies representing a variety of customerservice contexts, we introduce "network completeness" as an important concept for understanding how to deliver effective customer service.Various forms of network completeness are discussed and an analysis of its effects presented.