Abstract:

This paper presents the adoption of information technology in Customer Service and its verification through the application of an adapted Guttman scale. The Scalogram analysis is a validity test of a hierarchical scale for the functionality and sophistication level of the union of customer service and information technology. The underlying question to be answered relates to determination of the existence and form of such a scale with respect to the adoption of information technology in customer service. Company characteristics, such as information sources and use of computers are to be determined and correlated with the scale to explain the adoption and use of information technology in customer service.