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Abstract(s)
This study assesses if the Online Manager, a new technology implemented by the company Virtual Managers with the aid of CRM Systems, did create value for the firm. We propose a service deliver model based upon five service components: Virtual front office and back office, physical front office and back office and an integrator component. Furthermore, we discuss how the components should be designed in order to deliver value to the customer and profit to the company, then, a comparison is done between two periods (2007 and 2008) of time to determine the differences occurred at the level of service delivery in Virtual Manager. A linkage between our service delivery schematic and service quality is made in a value creation point of view, through the use value and exchange value dimensions. We conclude that in Virtual Managers, knowledge creation still has a long way to go.