This paper describes the preliminary conceptual development of an instrument to measure the ability of an e-commerce site to meet the service aspects of the Customer Service Life Cycle (CSLC) through the use of information technology (IT). In light of the emergence of e-commerce, there is a pressing need for the evaluation of IT-supported services from a customer service perspective. The CSLC purports to be a source of competitive advantage through the differentiation of service offerings (Ives and Learmonth 1984). The CSLC framework can also serve as a basis for the strategic development of interorganizational IT applications. While the CSLC has been discussed in the information systems literature since 1984, little empirical work has been done to develop measures of its constructs of interest
Cenfetelli, Ronald T. and Benbasat, Izak, "Measuring the eCommerce Customer Service Lifecycle" (2002). ECIS 2002 Proceedings. 150.