case:BLUE CROSS,AT&T WIRELESS AND CITI STREET:DEVELOPMENT CHALLANGES OF SELF SERVICE WEB SYSTEM
by james o brien seventh edition MANAGMENT INFORMATION SYSTEMS
Q) WHY DO MORE THAN A THIRD OF ALL WEB SELF- SERVICE CUSTOMERS GET FRUSTRATED AND END UP CALLING A HELP CENTER?USE THE EXPERIENCE OF BLUE CROSS- BLUE SHIELD AND AT & T WIRELESS TO HELP YOU ANSWER.
Q) WHAT ARE SOME SOLUTIONS TO THE PROBLEMS USERS MAY HAVE WITH WEB SELF SERVICE?USE THE EXPERIENCES OF THE COMPANIES IN THIS CASE TO PROPOSE SEVERAL SOLUTIONS?
Q) VISIT THE WEBSITES OF BLUE CROSS-BLUE SHIELD AND AT&T WIRELESS.INVESTIGATE TH DETAILS OF OBTAINING AND INDIVIDUAL HEALTH PLAN OR A NEW CELL PHONE PLAN.WHAT IS YOUR APPRAISAL OF THE SELF SERVICE OF THE WEBSITES?EXPLAIN YOUR VALUATIONS...