IDEAS home Printed from https://ideas.repec.org/a/taf/tkmrxx/v6y2008i2p155-163.html
   My bibliography  Save this article

Customer relationship management and customer recovery and retention: the case of the 407 express toll route

Author

Listed:
  • Brent McKenzie

Abstract

Highway 407, henceforth 407ETR, is North America's first solely fully electronic toll road, and runs east/west, north of the greater Toronto area, in southern Ontario, Canada (http://www.407etr.com). To date, although the highway itself has proved to be very successful, in terms of increased usage, and traffic flow, the processes around the administration, complaint handling, and billing of customers have experienced considerable difficulties. This seems to be in spite of the publicly stated communications on the development and implementation of new information systems, and ISO standards (http://www.407etr.com). As background to this research, the focus of this study is to review and compare the case of 407ETR within the context of recent knowledge management literature and how information systems, specifically customer relationship management, impact upon two of the key metrics in the area of customer service and customer loyalty; customer recovery and retention.

Suggested Citation

  • Brent McKenzie, 2008. "Customer relationship management and customer recovery and retention: the case of the 407 express toll route," Knowledge Management Research & Practice, Taylor & Francis Journals, vol. 6(2), pages 155-163, June.
    • Handle: RePEc:taf:tkmrxx:v:6:y:2008:i:2:p:155-163
    DOI: 10.1057/kmrp.2008.5
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1057/kmrp.2008.5
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1057/kmrp.2008.5?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:tkmrxx:v:6:y:2008:i:2:p:155-163. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/tkmr .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.